Head Of Customer Services Jumia-Full Time Algeria

Jumia is a leading e-commerce platform in Africa. It is built around a marketplace, Jumia Logistics, and JumiaPay. The marketplace helps millions of consumers and sellers to connect and transact. Jumia Logistics enables the delivery of millions of packages through our network of local partners. JumiaPay facilitates the payments of online transactions for Jumia's ecosystem. With over 1 billion people and 500 million internet users in Africa, Jumia believes that e-commerce is making people's lives easier by helping them shop and pay for millions of products at the best prices wherever they live. E-commerce is also creating new opportunities for SMEs to grow, and job opportunities for a new generation to thrive.

With over 5,000 employees in more than 10 countries in Africa, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact in Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation.

Objective

As Head of CS, your responsibility is make sure that the needs of our customers are being satisfied,coordinate customer service activities and operations and maximize performance across the teams in order to give an amazing assistance to our customers .

Your aim is to provide excellent customer service and to promote this idea throughout the organisation you work for.

Main Duties & Responsibilities 

  • Supervise customer service team leaders and managers 
  • Manage productivity performance of differents teams
  • Manage Customer satisfaction performance (CSAT) and make agents reach the target
  • Provide help and advice to customers
  • Train teams to deliver a high standard of customer service 
  • Optimize the recruitment process with HR teams
  • Monitor the overall performance of all Agents 
  • Manage different queues backlogs
  • Manage productivity performance of respective teams : Inbound, outbound, Email, Issue resolution, Live chat, Social media
  • Handle customer complaints or any major incidents
  • Write reports analysing the customer service that your organisation provides
  • Organize meeting with other managers to discuss possible improvements to customer service
  • Ensure end-to-end teams welfare
  • Ensure budget requirements are met
  • Ensure that teams variables are calculated correctly and paid out on time

Required Skills & Qualifications

  • Master’s degree with management criteria will be preferred
  • Successful previous experience as a customer service representative
  • 5+ years’ supervisory experience
  • 2+ years’ experience in customer service
  • Excellent verbal and written communication skills
  • Proficiency with Microsoft Office Suite and Google Docs
  • Ability to translate your skills to other employees through training and mentor
  • Adequate knowledge of the online marketplace model and ecommerce environment
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
  • Advanced knowledge in call center tools
  • Must have strong leadership, organizational and team management skills
  • Must possess an advanced knowledge of customer service
  • Ability to work on multiple projects simultaneously and meet deadlines on schedule.
  • In-depth knowledge of customer service principles and practices
  • In-depth knowledge of customer service software, databases and CRM tools
  • Excellent mentoring, coaching and people management skills
  • Leadership: Motivate the teams, work with them to make sure they abide by all company policies and procedures.
  • Patience: Having patience will help you stay polite, even in stressful situations
  • Problem-Solving Skills: Being able to problem solve with a customer will help your job.

We offer

  • A unique experience in an entrepreneurial, yet structured environment
  • The opportunity to become part of a highly professional and dynamic team working around the world
  • An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures