Job Description: Customer Service Team Leader (Inbound Calls)
Jumia is the #1 leader of E-commerce
in Africa. Our company is part of Rocket Internet, a global and leading
incubator of startups specialized in e-commerce. We have already built in
France successful companies like Groupon, Zalando, Wimdu, EDarling, and
Glossybox…
Jumia has expanded 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 in an entrepreneurial adventure that will lead to the future stars
of the web universe.
If you want to join the journey,
please send your resume to: joinus-kenya@jumia.com
Job Description: Reporting to the Head of Customer Service, the
incumbent of this role will be responsible for the performance and coordination
of the Inbound Customer Service Agents.
Key Responsibilities
- 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.
Additional responsibilities
- 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
Qualifications
- Extensive experience in a Call Centre
environment
- Detailed understanding of Call Centre
processes & KPIs
- Strong people leadership
- Team player
- 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
Additional Information
- A unique education in scaling new internet
concepts
- Become part of a highly professional and
dynamic team working around the world
- 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 send your resume to:
joinus-kenya@jumia.com
Only shortlisted candidates will be
contacted
Join the journey!
Join the journey!