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!