Team Lead, Customer Service - Jumia Food at Jumia Nigeria

Responsibilities

• Jumia Food is an online food ordering site that allows consumers to conveniently order meals of their choice from their preferred restaurants, and have them delivered straight to their home / office.

In particular, you will:

• Work with the head of departments to execute processes focused on improving customers’ experiences and overall service received by customers; in line with the set KPIs.
• Clear communication of KPI expectations to teams and prioritizing them
• Provide continuous evaluation of processes and procedures, ensuring efficiency of service delivery to customers.
• Provide performance reviews and coaching to team members periodically
• Coordinates the activities of the team and ensuring all calls are handled professionally and accurate information is provided to customers
• Assist the team manager with daily operations of the call center team to include analyses and implementation  of staffing, telemarketing and customer support.
• Support in maintaining a high-quality work environment to ensure team members are continually motivated to perform at optimum level
• Serve as primary escalation and resolution path for non-defined / adhoc customer complaints.
• Facilitation of flow of internal communication and synergy between different teams for issue resolution with the aim of increasing customer satisfaction.

Required Skills & Qualifications

• Degree holder from an accredited university with at least 4 years work experience in a customer service  or general operations, logistics or project management role
• Comfortable in a fast-paced, demanding and analytical start-up environment
• Proven track record in sales, with a demonstrated ability to increase network expansion/volumes.
• Demonstrated experience in building and maintaining customer/client relationships and identifying opportunities to improve business success for both parties.
• Creative communicator with an ability to work across multiple communications channels with experience of influencing others  to drive results
• Advanced skills in MS office tools (e.g. Excel, Word and PowerPoint).

We Offer

• A unique experience in an entrepreneurial, yet structured environment
• A unique opportunity of having strong impact in building the African ecommerce sector
• The opportunity to become part of a highly professional and dynamic team
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders.