Head of Customer Service, Jumia Pay Jobs in Nigeria

Head of Customer Service, Jumia Pay Jobs in Nigeria

Responsibilities
  • Jumia Pay is a new and free online payment service that enables you to send payments online securely, instantly, and cost-effectively.
  • The Jumia Pay Head of Customer Service role is a unique opportunity to help drive our efforts to improve customer satisfaction on JumiaPay payments and their 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, payment industry knowledge & interpersonal ability to manage relationships, issues and topics with customers and with all teams across the organisation.
  • Directly supervise the JumiaPay 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 payment inquires and troubleshooting.
  • Distill customer insights into business recommendations by identifying meaningful customer indicators and trends and by performing root cause analysis to improve the payment experience of JumiaPay 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 merchants customer support teams (Mall, Food, travel) on pay related issues.
  • Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
  • Necessary interactions with payment partners and providers to ensure seamless experience for the customers.
  • Organize training on customer retention and experience for the team.

    Required Skills & Qualifications
  • 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.
  • Payment related customer experience will be a plus.
  • 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.
  • The opportunity to 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

    How to Apply
  • Interested and qualified candidates should apply online by 19th July 2019
  • For more information and job application details, see; Head of Customer Service, Jumia Pay Jobs in Nigeria

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