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Customer Service Manager Job in Kenya

Jumia is the #1 leader of E-commerce in Africa.
Our company is part of Rocket Internet, a global and leading incubator of start ups specialized in e-commerce. We have already built in France successful companies like Groupon, Zalando, Wimdu, EDarling, Glossybox… 

We are present in more than 20 countries in Europe, Middle East, Asia and Latin America and this accumulated experience has allowed us to develop a strong platform, which can support new ventures with both advice and capital on a truly global basis.

Jumia is expanding its activities in Kenya. 

To support our development we are currently looking for outstanding candidates interested in entrepreneurship and e-commerce to join us. 

This is a perfect opportunity to participate to an entrepreneurial adventure that will lead to the future stars of the web universe.

Job Description:
 Customer Service Manager
You join our Customers Service within Operations Department. 

Your tasks will be to take responsibility and drive all activities related to Customer Relationship, including:
  • Manage a team of Customer Service agents
  • Ensure quality and consistency of customer relations
  • Report to Head of Operations on Customer Service KPIs.
  • Assist Selling processes for our customers and generate additional Sales
  • Coordinate information to customers browsing our websites during store discovery, order and checkout. Including after sales support.
  • Perform phone conversation with customers to answer their questions, provide information and advise them.
  • Handle special requests and complaints of customers
  • Collect and store useful data within our backend system
  • Ensure follow up through emails, phone or any required means.
  • A relevant degree 
  • Call centre experience 
  • A team leader or customer service manager for at least 2 years
Our Offer
  • A unique education in launching and scaling new internet 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

Please apply using this link

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