Customer Service Sales Agent

Jumia is Africa’s leading e-commerce platform, committed to offering consumers a convenient and reliable shopping experience. We are looking for dynamic, results-driven Customer Service Sales Agents to join our team immediately.

Role Overview

As a Customer Service Sales Agent, you will be the frontline voice of Jumia Kenya. Your primary focus will be to resolve customer inquiries efficiently while proactively identifying sales opportunities. You will blend service excellence with persuasive sales techniques—upselling, cross-selling, generating leads, and converting interactions into revenue opportunities.

Key Responsibilities

• Handle inbound and outbound customer interactions professionally and empathetically.

• Resolve customer complaints, product issues, delivery delays, and returns/refund requests effectively.

• Identify upselling and cross-selling opportunities during customer conversations.

• Use persuasive pitching to promote Jumia’s products, services, and loyalty programs.

• Generate leads and follow up on potential sales opportunities.

• Meet individual and team targets for customer satisfaction (CSAT), first-call resolution (FCR), and sales conversion.

• Document all customer interactions accurately in the CRM system.

• Collaborate with other departments to ensure seamless issue resolution.

Key Qualifications (Must-Haves)

• 1+ year experience in Customer Service Sales and Customer Service Resolution.
• Previous experience working in a call center environment.
• Available immediately – this is a temporary program with potential for extension based on performance and business needs.
• Strong communication skills – clear, professional, and fluent in English (Swahili is an added advantage).
• Strong background in sales demonstrated through:

• Upselling and cross-selling

• Persuasive pitching

• Lead generation

• Issue resolution that retains and satisfies customers