|Jumia recruits 01 Customer Service Team Leader|
|Description de l’offre|
Customer Service Team Leader – Full Time – Jumia Sénégal
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
Ensure achievement of Call Center KPIs
Ensure the team is organized effectively to maximize productivity
Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Daily report to the CS Manager on team performance against KPIs
Submit weekly and monthly agent performance report.
Assist agents by providing floor support on customer queries.
Highlight concerns that impact team performance.
Resolve escalated customer issues.
Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure productivity of the agents along their KPIs.
Track attendance of staff & ensure they are punctual for their shifts
Time management of staff breaks and schedules to ensure no impact in production
Communicate all process; client changes and notifications to agents in a timely manner
Required to handle 5 calls each week for Customer Service.
Provide Subject Matter Expertise support to agents.
Listen to pre-screened calls and conduct weekly coaching sessions with Agents.
Ensure call center regulations are strictly adhered to.
Carry out any other ad hoc duties as requested by Manager from time to time.
Undertake agent motivation activities
To motivate the team to provide a first class service to all our customers
Extensive experience in a Call Centre environment
Detailed understanding of Call Centre processes & KPIs
Strong people leadership
Ability to evaluate and prioritize work accordingly
Good reporting and presentation skills with a keen eye for detail
Have an ability to influence and collaborate with a team
Excellent written and oral communication skills, with the confidence to interact at all levels of the organization
Personal drive with a sense of urgency and an ability to demonstrate strong commitment to managing initiatives to a successful conclusion
Good use of Microsoft Excel, Word & PowerPoint Office suite.
Proactive and lively nature, creative
Understand and reinforce the organization culture amongst employees
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.
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