What is ANKA, by Afrikrea:

Afrikrea.com is the largest e-commerce marketplace to buy and sell “Made of Africa” items may it be fashion, art, food or beauty.. We help thousands of sellers grow their businesses through our services, and provide useful tools and methods to help them sell worldwide.

In the numbers:

  • 20 millions $+ of transactions in 170 countries ;
  • 12,000 sellers all around the world and in 46 of the 54 African countries;
  • 750k+ visits each month ;
  • 3000+ new products each week ;
  • 1200+ messages exchanged each day;
  • Raised over 7millions from top-tier global investors

ANKA, powered by Afrikrea, is the all-in-one solution to sell from anywhere, ship worldwide and get paid faster on international or local African payment methods.

What you will do:

Sellers experience

  • Be the main contact to solve sellers’ logistics issues through the different communication channels
  • Proactively identifying and resolving issues that could affect sellers’ satisfaction and loyalty
  • Help improve our product by funnelling users' feedback, issues, and requests
  • Provide consistent and honest updates to sellers
  • Provide an effective answer to seller’s queries within a short time
  • Identify and contact the potential churners and churners
  • Synthesize and report the main reasons of sellers to churn and propose potential solution

KPIs

  • Be responsible of reducing the Churn Rate
  • Construct the seller’s pain points KPI
  • Define and construct a seller’s satisfaction KPI

Experience & Personal skills:

  • Work well under pressure
  • Have 2/3 years proven experience in Marketplace as a customer experience/support manager
  • Have an analytical mindset and is data driven
  • Have a strong communication skill
  • Should be empathic and a very good listener
  • Ability to synthesize data
  • Excellent problem solving skills
  • Details oriented and highly organized
  • Excellent written and verbal communication skills (English & French mandatory)
  • Work well under pressure
  • Excellent organizational skills
  • Proactive & trustworthy
  • Proficient in Microsoft Office & G-Suite applications
  • Passionate about new technologies
  • Interest for the African digital & financial ecosystem or for creative industries is a plus

Remote work

Start date: ASAP