Latest Jobs at Jumia Nigeria

Objective: 

You will be required to utilize workforce management software and various internal data sources. Also develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.

Responsibilities:

• Responsible for leading the contact center planning and staffing process.
• Ensures contact center and staffing models include accurate, updated information.
• Captures reports on historical statistics (service level, occupancy, forecast accuracy, etc.) and provides root-cause analysis and business impact analysis for all performance variances.
• Identifies the contact volume trends and averages on a monthly, quarterly, and seasonal basis. 
• Develop reporting processes, dashboards and presentations for reporting needs.
• Utilizes workforce management software and various internal data sources to accurately forecast contacts – both short and long-term – and determine staffing requirements.
• Accountable for timely delivery of agent schedules developed by self or workforce analysts.
• Oversees the existing Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring and reporting the daily/monthly call center statistics to include volumes, schedule adherence and service level achievement.
• Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.
• Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.

Qualification & Experience:

• 5+ years of relevant e-commerce or comparable experience in the customer experience and retention field.
• Associates or Bachelor’s degree preferred
• Strong data analysis skills
• Ability to work in a fast-paced, deadline driven team environment
• Experience with e-commerce platforms/channels preferred
• Ability to multi-task and can be trusted to work effectively both independently and as part of a team

Competencies Required:

• Owner mentality and an entrepreneurial drive 
• Proficiency in Microsoft Office (Word, Excel and Power -point) tools.
• Working knowledge of Google Office Productivity Tools. 
• Excellent communications skills and the ability to effectively advise senior leadership
• Good problem-solving skills required 
• Proven ability to manage multiple tasks simultaneously.
• Ability to work to deadlines and targets, can prioritize tasks under pressure.

Interfaces

• Vendor
• Operations

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 

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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