JumiaCustomer Management | Algiers, DZ
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!
As a part of Customer Service team – Jumia Mall, you will oversee building, tracking and managing the telesales department to reach your targets in terms of merchandise value generated by your team, customer satisfaction and delivery success rate, both on inbound and outbound flows. You’ll be responsible to develop best in class sales scripts, and ensure your team master sales process and the best offer.
Job Location: Algiers, Dely Ibrahim.
Your responsibilities will include, without being limited to:
Coaching, inspiring and motivating a telesales team.
Ensuring the team meets the sales, customer satisfaction and success rate targets.
Developing sales strategies to guarantee success and growth.
Disciplined use of CRM system, communication and customer management.
Monitoring random calls for quality assurance and determine performance gaps and provide feedback to individual Supervisors and Telesales Reps.
Forecasting, analysing and reporting sales data to top management
Ensure new process and projects proper implementation.
Participating in the improvement of telesales process and scripts at group level.
Develop, execute, and monitor the outbound lead strategy to optimize and maximize contacts to drive sales
Support recruitment and training efforts to develop and retain a strong sales force. Ensure all team vacancies are forecasted and backfilled rapidly and training is scheduled.
Create a successful on-boarding experience for each new hire by developing the process.
Serve as backup for the outbound dialer and perform other duties as required.
Who we´re looking for :
Master’s degree with management criteria will be preferred
Successful previous experience as a customer service representative
2+ years’ supervisory experience
2+ years’ experience in telesales
Excellent verbal and written communication skills
Proficiency with Microsoft Office Suite (Excel, Word and Power point) and Google Docs
Ability to translate your skills to other employees through training and mentor
Adequate knowledge of the online marketplace model and ecommerce environment
Other Required Skills:
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
Advanced knowledge in call center tools
Must have strong leadership, organizational and team management skills
Must possess an advanced knowledge of customer service
In-depth knowledge of customer service principles and practices
In-depth knowledge of customer service software, databases and CRM tools
Ability to work on multiple projects simultaneously and meet deadlines on schedule.
Excellent mentoring, coaching and people management skills
Leadership: Motivate your team, work with them to make sure they abide by all company policies and procedures.
Patience: Having patience will help you stay polite, even in stressful situations
Problem-Solving Skills: Being able to problem solve with a customer will help your job.
French & Arabic fluent & English professional required
Key Performance Indicators
Merchandise Value (Sales amount)
Success of rate
Quality Audit Score
A unique experience in an entrepreneurial, yet structured environment
The opportunity to become part of a highly professional and dynamic team working around the world
An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures
Join the Journey!