Customer Service Manager

Jumia

Customer Management | Cairo, EG

Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers.

Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery.

With over 3,000 employees in 14 countries spanning across 6 African regions, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact for Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. We are looking for talented people with a passion for Africa to join our team and embark on our exciting journey!


 


Main Responsibilities 



  • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.

  • Provides continual evaluation of processes and procedures.

  • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

  • Provides statistical and performance feedback and coaching on a regular basis to each team member.

  • Writes and administers performance reviews for skill improvement.

  • Is available for employees who experience work problems providing appropriate coaching, counselling, direction and resolution.

  • Ensures employees have appropriate training and other resources to perform their jobs.

  • Responds to and resolves employee relations issues expressed by team members.

  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

  • Addresses disciplinary and/or performance problems according to Jumia policy.

  • Prepares warnings, communicates effectively with employees on warnings, and makes effective/appropriate decisions relative to corrective action as required.

  • Manage the daily operation of the customer service department to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.

  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.

  • Shares continual responsibility for deciding how to manage the employees, ensuring interactions are handled efficiently and effectively.

  • Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.

  • Uses appropriate judgment in upward communication regarding department or employee concerns.


 


Required Skills & Qualifications



  • Excellent oral, written and interpersonal communication skills.



  • Intermediate Microsoft office suite (Excel, Outlook, Word, etc…) skills.



  • Excellent contact center mathematical skills and basic statistical knowledge.



  • Must be able to work in a fast paced, ever changing environment with a sense of urgency.



  • Strong ability to multitask, excellent organizational and analytical skills with attention to details.



  • Ability to solve routine and complex problems following established policies and procedures.



  • Ability to work independently as well as part of a team.



  • Ability and willingness to perform other duties as assigned.


 


We Offer



  • A unique experience in an international, entrepreneurial, yet structured environment



  • An unparalleled personal and professional improvement as our longer-term objective is to train the next generation of leaders for our future internet ventures



  • The opportunity to be part of a team full of talented people with the best backgrounds.