Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Oct 6, 2022
    Deadline: Not specified
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Jumia is your number one Online Shopping solution in Nigeria. There is an online electronic store where you can purchase all your electronics, as well as books, home appliances, fashion items, shoes, mobile phones and more online and have them delivered directly to you. Jumia has payment options that suit everyone, and we have a payment-on-delivery option fo...
    Read more about this company

     

    NI - Customer Service Manager

    Job Objective

    The Customer Service Manager is a unique opportunity to help drive our efforts to improve customer satisfaction in the 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, industry knowledge & interpersonal ability to manage relationships, issues, and topics with customers and with all teams across the organization.

    Responsibilities 

    • Directly supervise the 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 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 experience of 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 merchant’s customer support teams.
    • Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
    • Necessary interactions with partners and providers to ensure seamless experience for the customers.
    • Organize trainings on customer retention and experience for the team.

    Requirements and Experience

    • 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.
    • 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
    • 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 

    Method of Application

    Interested and qualified? Go to Jumia Nigeria on boards.eu.greenhouse.io to apply

    Build your CV for free. Download in different templates.

  • Send your application

    View All Vacancies at Jumia Nigeria Back To Home

Subscribe to Job Alert

 

Join our happy subscribers

 
 
Send your application through

GmailGmail YahoomailYahoomail