At JUMIA KENYA / UGANDA, I manage complex post-purchase cases involving returns, refunds, delivery problems, payment disputes, and order escalations. I investigate claims against order, payment, and quality-control records before recommending resolutions.
I support the returns and refund lifecycle from customer reporting through return creation, quality checks, refund validation, and final resolution. I also work with JumiaPay and payment gateway systems on payment validation, transaction investigations, and customer disputes.
I reduced social-media escalations by approximately 35% through proactive investigation, effective communication, and first-contact resolution strategies. I monitor customer and operational measures, including CSAT, NPS, AHT, FCR, quality scores, and productivity, and share recurring issue trends to support process improvements.
At SUMEER CENTER ORGANIZATION, I conducted field surveys and customer interviews, validated data, and prepared operational reports. Earlier, I supported hotel operations and handled customer inquiries and complaints in hospitality and call-center roles.
