Head Of Customer Service Sales - Jumia (Full Time)
Who we are :
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.
Your responsibility as Head Of CustomerSales Sercive will include :
Management of the activity :
Monitor production indicators.
Manage the productivity performance.
Manage the skills of your team and develop them.
Train teams to provide a high level of customer service sales.
Coaching and leadership :
Provide daily proximity management.
Organize and lead weekly and monthly meetings.
Supervise team leaders and customer service sales managers.
Manage the productivity performance of 60 B2C Telesales representatives.
Quality of service :
Provide help and advice to clients.
Manage the backlogs of different queues.
Write reports analyzing the customer service provided by your organization.
Manage customer satisfaction performance (CSAT) and allow agents to reach the target.
Suggest possible improvements with a view to continuous improvement in customer service sales and interactions between the departments involved.
Expected background and technical skills :
Proven track record of impact.
5 to 10 years of professional experience as a Sales Manager.
Proficiency in MS Office and Excel Xcally, Zendesk, Hermes.
Bachelor's or Master's degree from top business schools and universities.
A successful candidate will fulfill the following requirements :
English & French speaking.
Organized and detail oriented.
Ability to work under pressure with tight deadlines.
Eager to spend time in the field with the team, agents.
Leadership and management to lead the team above and beyond their capabilities and train them.
Strong interpersonal skills to motivate and convince internal and external stakeholders off Sales vision.
What we offer :
The opportunity to be part of a team of top talent.
A unique experience at the forefront of African Ecommerce.
An unparalleled personal and professional improvement as our longer-term objective is to train the next generation of leaders for our future internet ventures.