Map the customers journey to ensure a seamless experience for return and refunds touchpoints
Proactively identify pain points through a regular deep-dive culture to ensure appropriate improvement initiatives are activated
Define conditions and rules that optimize workflow and maximize quality of experience
Ensure continuous reporting and monitoring of key metrics to ensure quality control and efficiency of resolution management
Ensure that end to end process for returns and refunds can be adapted to optimize customer journey experience across 10 unique markets in Africa
Qualification & Experience
BSc / HND in Social Sciences, Arts, and / or other related field.
MA / MSc will be an added advantage.
5+ years in a similar refunds & returns role
Demonstrated ability to problem-solve and deep-dive on complex challenges, leveraging on data as a key parameter for decision-making
Extensive experience in process-mapping and work-flow management in an operations-centric setting
Stellar project management and execution skills to navigate project milestones end to end
Strong influencer, leveraging on clear and concise communication to manage relevant stakeholders in operations, marketing and commercial that holistically shape customer experience
Ensure that end to end process for returns and refunds can be adapted to optimize customer journey experience
A unique experience in an entrepreneurial, yet structured environment
A unique opportunity of having strong impact in building the African ecommerce sector
The opportunity to become part of a highly professional and dynamic team
An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders.