Jumia Dakar, Senegal
May 14, 2020Full Time
Head of Customer Service - Jumia Sénégal (Open - Ended) About Jumia: Jumia is a leading e-commerce platform in Africa. It is built around a marketplace, Jumia Logistics, and JumiaPay. The marketplace helps millions of consumers and sellers to connect and transact. Jumia Logistics enables the delivery of millions of packages through our network of local partners. JumiaPay facilitates the payments of online transactions for Jumia's ecosystem. With over 1 billion people and 500 million internet users in Africa, Jumia believes that e-commerce is making people's lives easier by helping them shop and pay for millions of products at the best prices wherever they live. E-commerce is also creating new opportunities for SMEs to grow, and job opportunities for a new generation to thrive. With over 5,000 employees in more than 10 countries in Africa, 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 in Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. 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.