Customer Service Team Leader - Full Time - Jumia Sénégal

Nom de l’entreprise : Jumia Group
Lieu de l’entreprise : Dakar, Dakar, Sénégal

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

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

We Offer

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.

Niveau hiérarchique
Confirmé

Secteur
• Internet
• Commerce de détail
• Services financiers

Type d’emploi
Temps plein

Fonctions
• Service clients
• Technologies de l’information