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lilumbi ihaji

@lilumbiihaji

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Customer service representative at Jumia Kenya, sustaining 94% customer satisfaction and 98% record accuracy.

Kenya

Message

At Jumia Kenya, I handle inbound and outbound customer interactions, maintaining a 94% customer satisfaction rate and 98% record accuracy. I follow up on orders and delivery schedules with logistics and commercial teams, and use Sprinklr to maintain customer and sales records.

Previously, I led outreach, lead generation, and customer acquisition initiatives as Project Officer / Team Lead at Kenya Aids NGOs Consortium / Red Cross. Across roles in customer service, project support, and logistics, I’ve also conducted market research, prepared performance reports, supported onboarding, and coordinated order deliveries.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Jumia Kenya

Feb 2025 - Present (1 year 9 months)

Executed proactive outbound sales follow-ups and customer engagement across 60+ daily interactions, maintaining a 94% customer satisfaction rate and 98% record accuracy. Followed up on orders and delivery schedules, maintained CRM records, and gathered market intelligence.

Sales Customer Engagement CRM Sprinklr Order Management Logistics Coordination Market Research Customer Retention

Project Officer / Team Lead

Kenya Aids NGOs Consortium / Red Cross

Jan 2021 - Nov 2024 (3 years 10 months)

Led field outreach, lead generation, and customer acquisition initiatives across multiple counties, managing client onboarding and relationship management. Supervised and trained 50+ field staff on customer engagement and compliance.

Lead Generation Customer Acquisition Stakeholder Management Market Intelligence Microsoft Office KPI Reporting Team Leadership HSE Compliance

Project Assistant / QA Support

Faith to Action Network

Mar 2018 - Dec 2020 (2 years 9 months)

Supported partner onboarding and account management, ensuring timely follow-up on inquiries and complaint resolution. Conducted market research and feedback analysis, preparing reports and SOPs.

Account Management Market Research Feedback Analysis Reporting SOP Development Customer Retention

Logistics Assistant

Paksa Construction

Nov 2016 - Nov 2017 (1 year)

Coordinated customer orders and delivery schedules in liaison with procurement and transport departments. Maintained accurate sales, inventory, and delivery records, and assisted in preparing quotations and KPI reports.

Logistics Coordination Order Management Inventory Management Reporting Supply Chain HSE Compliance

Customer Service Representative / QA Specialist

Watu Credit

Jun 2014 - Oct 2016 (2 years 4 months)

Generated sales leads and executed outbound business development and win-back campaigns. Onboarded new customers through product presentations and maintained accurate CRM records.

Lead Generation Outbound Sales Customer Onboarding CRM Upselling Customer Satisfaction