Customer Service Agent

Moudda aims to build the largest Outlet Fashion e-commerce platform in Africa by extending the life cycle of fashion products while offering affordable products to African consumers. Moudda enables international and local brands, in Africa, to generate revenue from items that would otherwise go unsold by:

1. Finding the right match within its shopping community

2. Offering a dynamic pricing model through machine learning and access to customer insights

3. Offering fulfilment services to serve customers in key as well as remote areas

Moudda launched its first marketplace in Tunisia in Nov’20 and is looking for a Customer service Intern who will be in charge of the customer service operations. It is an exciting hands-on role where you will be in a direct interaction with Moudda’s customer and participate in the launch of an e-commerce startup with a big potential. You will also work regularly with the founders.

Starting date: ASAP

Contract: CIVP 

KEY RESPONSIBILITIES 

1. Manage the outbound calls (example : customers orders confirmation, customer experience calls) and inbound calls (example : information requests, returns requests)

2. Manage customers interactions across the different channels : Social Media / E-mails / calls

3. Prospect new customers through calls and guide them to shop on Moudda

4. Follow-up on customer requests and maintain an excellent service performance

5. Be the gatekeeper of customer experience and the voice of customers inside Moudda

6. Actively thinking about new ways to improve customer service and experience on Moudda

QUALIFICATIONS

1. Excellent communication skills and an ability to build trust with customers

2. You are handy with a computer, you can find your way in Excel or Google sheets and you know how to find the shortkeys on your keyboard

3. Ability to work independently and proactively

4. You are ambitious, eager to learn and a team player

5. Strong problem solving skills and an ability to make sound judgments that protect the customer experience 

6. Nice to have :

   • A past experience in Fashion and/or e-commerce

   • A past experience in starting a business from scratch in challenging environments