Graduate Management Trainee (Operations) - Customer Experience

About the role

Jumia, a pan-African e-commerce platform, is recruiting recent graduates for its Operations (Customer Service) Graduate Management Trainee Programme in Ghana. Over two years, the programme combines on-the-job learning and mentoring, with real projects from day one and a focus on the Jumia skill set of ownership, execution and leadership. It suits people who are curious, learn fast and want a strong start to a career.

Key responsibilities

• Act as the voice of millions of consumers and partner brands, shaping the customer journey and resolving complex challenges so every interaction is effortless, positive and reliable.
• Work in frontline customer experience, gaining hands-on exposure to contact center operations, quality assurance, issue escalation and voice-of-customer analytics.
• Monitor and improve customer experience benchmarks such as first-contact resolution, CSAT, Net Promoter Score and response speed.
• Analyze customer feedback, complaint trends and return reasons to find friction points across the purchase journey.
• Partner with Commercial, Supply Chain, Logistics and Tech teams to remove process bottlenecks and recurring customer pain points.
• Own customer experience improvement projects that simplify workflows, within a structured mentorship framework.

Required profile

• First degree from a recognised, accredited university, graduated in 2025.
• National Service fully completed, with the NSS Certificate or Release Letter as proof.
• At least 3 months of relevant internship experience, ideally in sales, retail, FMCG or account management.
• Commercial mindset, comfort with numbers and Excel, strong problem-solving and creativity.
• Excellent communication and teamwork, fluent English, willingness to relocate during the programme, and curiosity and self-motivation.

What we offer

• Two-year fixed-term contract with an above-average intern allowance for the full two years.
• A structured mentorship framework and interactive training sessions with direct coaching.
• The chance to build impact in the African e-commerce sector and grow toward a leadership career.

Applications are reviewed as they come in; assessment centres run in November and December 2026, and successful candidates start in January 2027. Candidates upload their CV, degree certificate or transcript and their NSS certificate or release letter.