Head of Customer Service -Jumia (Full Time)
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 ResponsibilitiesTo lead the Jumia’s Customer Services function and to develop a strategic approach to customer care • Ensure a perfect order and booking management in your team • To promote innovation, efficiency and customer focus in service delivery • Deliver an exceptional level of services for our customers in your hub: ensure quick resolutions of customers’ complaints, ensure quick and consistent answers to customers via phone, email or chat • Actively promote the Jumia Travel/Jumia Food brand to recruit new customers, generate additional sales and find adapted solutions to our customers. • Work closely with other internal teams (Finance, Revenue Management, IT, Operations, Account Management) and influence them to improve service level and operational standards • Implement and improve a customer service policy and measure customer satisfaction
Required Skills and QualificationsGraduate degree • 5 years + of experience in Customer Service • Customer service expert • Strong leadership and management skills. Ability to motivate coach and mentor a diverse and remote team • Outstanding interpersonal and communications skills (written, spoken, listening) • 100% Customer-focused • Action and results driven • Sales oriented • Knowledge in Customer Service software and IT infrastructure will be a great plus (Salesforce, Xcally, etc.) • Well-organized / structured • Tasks require a strong attention to detail and ability to work under tight deadlines • Resistant to stress • Positive attitude and can-do spirit • Pro-active and sense of responsibility • Strong communication skills in English Language (MANDATORY) • Proficiency in other local languages will be an advantage • Based in Nairobi, Kenya
We offerA unique education in launching and scaling new Customer Service management concepts. • Become part of a highly professional and dynamic team working around the world. • An attractive salary package. • An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures.