Head Of Customer Service - Jumia (Full Time)

Who we are:

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.

Job Description

As Head of CS, your responsibility is to 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 amazing assistance to our customers .

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

Your responsibilities will include

  • Supervise customer service team leaders and managers 

  • Manage Customer satisfaction performance (CSAT) and challenge agents to reach the target

  • Provide help and advice to customers

  • Train teams to deliver a high standard of customer service 

  • Monitor the overall performance of all Agents and ensure KPI’s meet targets initially defined

  • Manage productivity performance of respective teams : Inbound, outbound, Email, Issue resolution, Live chat, Social media

  • Handle customer complaints or any major incidents

  • Organize meetings with other managers to discuss possible improvements to customer service

  • Ensure end-to-end teams welfare

  • Ensure budget requirements are met

Who we´re looking for

  • University degree with management criteria will be preferred

  • Successful previous experience as a customer service Manager

  • 5+ years of management experience

  • 2+ years of experience in customer service environment

  • Excellent verbal and written communication skills in Arabic, French and English.

  • Proficiency with Microsoft Office Suite and Google Docs

  • Ability to translate your skills to other employees through training and mentorship

  • In-depth knowledge of customer service software, databases and CRM tools

  • Leadership, problem solving and analytical skills.

  • Adequate knowledge of the online marketplace model as well as ecommerce and on demand services

Reporting lines

  • Country Head of Customer Experience.

  • Global Head of Customer Service

What we offer:

  • The opportunity to be part of a team of top talent.
  • A unique experience at the forefront of African Ecommerce.
  • An unparalleled personal and professional improvement as our longer-term objective is to train the next generation of leaders for our future internet ventures.