NI – Customer Service Manager needed at Jumia Nigeria

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Jumia Nigeria’s job vacancy, Career and Recruitment

Job title : NI – Customer Service Manager

Job Location : Not specified

Deadline : November 30, 2022

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Job Objective

The Customer Service Manager is a unique opportunity to help drive our efforts to improve customer satisfaction in the entire online shopping journey. This is a critical role as it directly correlates to continually improving the customer experience and as a result better customer loyalty and retention. This role calls for a rare combination of proactive thinking, industry knowledge & interpersonal ability to manage relationships, issues, and topics with customers and with all teams across the organization.

Responsibilities 

  • Directly supervise the customer service team and ensure the team’s activities are aligned to the departmental and company objectives.
  • Actively promote and manage the process of continuous improvement in customer service standard within call/mail inquires and troubleshooting.
  • Distil customer insights into business recommendations by identifying meaningful customer indicators and trends and by performing root cause analysis to improve the experience of customers.
  • Promote effective communication throughout all levels of the customer service function.
  • Support projects aiming at improving and maintaining operational KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Quality of service, Productivity KPIs, etc.
  • Work with cross-functional teams to build the business cases and plans for improving specific customer issues.
  • Work closely with other merchant’s customer support teams.
  • Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
  • Necessary interactions with partners and providers to ensure seamless experience for the customers.
  • Organize trainings on customer retention and experience for the team.

Requirements and Experience

  • Bachelor’s degree from an accredited university.
  • At least 5+ years’ experience in customer centric roles such as operations, project management or process improvement.
  • Experience in organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs/requirements.
  • Ability to think strategically and attention to detail.
  • Advanced skills in office tools (e.g., Excel and Google Suites) and Sales force.
  • Experience in creative problem-solving and ability to see beyond what is presented as an issue or question to develop solutions for customers and the business.

We Offer 

  • A unique experience in an entrepreneurial, yet structured environment
  • A unique opportunity of having strong impact in building the African ecommerce sector
  • The opportunity to become part of a highly professional and dynamic team
  • An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders 

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply online
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