Head of Customer Service at Jumia

We are looking for talented people with a passion for Africa to join our team and embark on our exciting journey

Main responsibilities:

• Be the voice of the customer
• Follow and implement the Global strategies and procedures, and clearly communicate set goals
• Manage all the CS channels: Inbound, Outbound, Emails, Social media platforms, ensuring compliance in areas of quality and efficiency. Maintain a proactive attitude towards complaint management and issue resolution
• Closely monitor the performance and delivery of set SLAs, and follow-up on daily operations
• Build a strong relationship with the Central Head of Customer Service, take input, give feedback to, and ensure a strong cooperation
• Recruit, train, and manage the customer service agents
• Regularly report to the Central Head of Customer Service as well as the Country MD on the delivery of set SLA and suggestions on how to improve
• Analyze data and statistics for the CS team within his/her jurisdiction

Key Requirements

• Proven ability to influence, motivate, and lead in a large organization
• Prior experience in business operations at a high-growth organization
• Personal obsession with detail, efficiency, and user experience
• Strong interest in retail and technology
• Engaging entrepreneurial spirit blended with excellent analytical skills
• Fluency in English is a must; Other languages are a plus
• Advanced degree from a top-ranked institution

We offer:

• 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 given the challenges that we propose you to take.