NI - Customer Service Manager at Jumia Nigeria

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