Responsibilities

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

Skills :

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

We Offer

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.