Konga.com is Nigeria’s largest online marketplace. We launched in July 2012 and our mission is to become the engine of ecommerce and trade in Africa.
We serve an ever expanding customer base, offering products that span various categories including Phones, Computers, Clothing, Shoes, Home Appliances, Books, Healthcare, Baby Products, personal care and much more.
Our range of services are designed to ensure optimum levels of convenience and customer satisfaction. These services include our lowest price guarantee, free return policy*, order delivery-tracking, dedicated customer service support and many other premium services.
Job Title: Dispute Resolution Specialist
Business UnitKonga
Job Description
The role is responsible for attending to escalations from customers regarding disputes on Third-Party seller products. This includes delivery confirmation disputes between buyer and seller, defective items, wrong delivery, product description issues, quality issues. The Dispute specialist is to ensure that in the process of mediating between both parties, a win-win solution is met.
He/she must have comprehensive understanding of the company’s processes and policies to be able to effectively handle disputes.
The role is shift based and includes weekends and public holidays.
Reporting LineHead, Dispute Resolution
Duties & Responsibilities
Responding timely to escalations from customers regarding disputes on 3rd Party Seller products
Contacting sellers and notifying them of new queries from customers
Negotiating and Mediating solutions between buyer and seller
Documenting every single communication that occurs in the course of the resolution of the dispute
Ensuring that customers and sellers are kept informed of developments in the course of resolution
Following up with resolution in progress from the seller’s end and ensuring that the seller fulfils their part of the agreement
Following up with the customer and ensuring that they meet their part of the agreement
Analyzing existing data and making recommendations to line manager for action to be taken
Job Requirements
Required Experience: 1-3 year(s)
Desired Courses: Not Specified
Skills & Competencies
Problem Solving
Customer service
Verbal Communication
Written Communication
Negotiation skills
Ability to multi-task
Ability to take initiative
Excellent analytical skills
Good telephone etiquette
Knowledge of Microsoft tools
Intermediate knowledge of products sold on the website
Qualifications & Experience
Bachelor’s degree required.
1 to 2 years’ experience in customer service.
Excellent written, verbal, analytical and communication skill
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