Head of Customer Service, Jumia Pay at Jumia Nigeria

Responsibilities

• Jumia Pay is a new and free online payment service that enables you to send payments online securely, instantly, and cost-effectively.
• The Jumia Pay Head of Customer Service role is a unique opportunity to help drive our efforts to improve customer satisfaction on JumiaPay payments and their entire online shopping journey.
• This is a critical role as it directly correlates to continually improving the customer experience and as a result better customer loyalty and retention.
• This role calls for a rare combination of proactive thinking, payment industry knowledge & interpersonal ability to manage relationships, issues and topics with customers and with all teams across the organisation.

In particular you will:

• Directly supervise the JumiaPay customer service team and ensure the team’s activities are aligned to the departmental and company objectives.
• Actively promote and manage the process of continuous improvement in customer service standard within call/mail payment inquires and troubleshooting.
• Distil customer insights into business recommendations by identifying meaningful customer indicators and trends and by performing root cause analysis to improve the payment experience of JumiaPay customers.
• Promote effective communication throughout all levels of the customer service function.
• Support projects aiming at improving and maintaining operational KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Quality of service, Productivity KPIs, etc.
• Work with cross-functional teams to build the business cases and plans for improving specific customer issues.
• Work closely with other merchants customer support teams (Mall, Food, travel) on pay related issues.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Necessary interactions with payment partners and providers to ensure seamless experience for the customers.
• Organise trainings on customer retention and experience for the team.

Required Skills & Qualifications

• Bachelor's Degree from an accredited university.
• At least 5 years experience in customer centric roles such as operations, project management or process improvement.
• Experience in organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs/requirements.
• Payment related customer experience will be a plus.
• Ability to think strategically and attention to detail.
• Advanced skills in office tools (e.g. Excel and Google Suites) and Sales force.
• Experience in creative problem-solving and ability to see beyond what is presented as an issue or question to develop solutions for customers and the business.

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