Jumia, the leading e-commerce company in Africa, is expanding its operations in Kenya and seeking a Customer Service Manager to join its team.
As part of Rocket Internet, a global incubator of startups specializing in e-commerce, Jumia has built successful companies like Groupon, Zalando, and Wimdu in France.
The company operates in over 20 countries across Europe, the Middle East, Asia, and Latin America, and its experience has enabled it to develop a robust platform to support new ventures globally.
Job Description ¶
The Customer Service Manager will be responsible for driving all activities related to customer relationships, including managing a team of customer service agents, ensuring quality and consistency in customer relations, and reporting to the Head of Operations on customer service key performance indicators (KPIs).
- 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 customers and generate additional sales
- Coordinate information to customers browsing the website during store discovery, order, and checkout, including after-sales support
- Perform phone conversations with customers to answer questions, provide information, and advise them
- Handle special requests and complaints from customers
- Collect and store useful data within the backend system
- Ensure follow-up through emails, phone, or other required means
What Jumia Offers ¶
In return, Jumia offers a unique education in launching and scaling new internet concepts, the opportunity to be part of a highly professional and dynamic team working worldwide, an attractive salary package, and unparalleled personal and professional growth.
Those interested in applying can do so via the link provided.
