Customer Service Team Leader (Inbound Calls) at Jumia
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…
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 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!
