Jumia Head of Customer Service - Jobs in Nigeria

Jumia Head of Customer Service - Jobs in Nigeria



Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers.

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.


Responsibilities


  • 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.
  • Distil 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.
  • Organise trainings on customer retention and
    experience for the team.


    Requirements


  • 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.


    How to Apply


    Interested and qualified candidates should apply online by 5th July, 2019


    For more information and job application details, see; Jumia Head of Customer Service - Jobs in Nigeria


    Find Latest Jobs in Nigeria Today - Recruitment in Nigeria Job - Nigerian Jobs - in Nigeria - Job Vacancies in Nigeria

    Search our career portal & find the latest Nigerian job positions, career opportunities & jobs in Nigeria.

    Jobs in Nigeria - banking jobs in Nigeria, IT jobs in Nigeria, accounting jobs in Nigeria, NGO jobsin Nigeria, business administration in Nigeria, ICT jobs in Nigeria, UN jobs in Nigeria, procurement jobs in Nigeria, education jobs in Nigeria, hospital jobs in Nigeria, human resources jobs in Nigeria, engineering jobs in Nigeria, teaching jobs in Nigeria, and other careers in Nigeria.

    Oil and Gas job vacancies in Nigeria, MTN jobs in Nigeria, job vacancies in Nigeria for fresh graduates.

    Federal government jobs in Nigeria, job vacancies in Nigeria Federal Civil Service.

    Find your dream job from 1000s of vacancies in Nigeria posted and updated daily - click here!


  • Click here to post comments

    Join in and write your own page! It's easy to do. How? Simply click here to return to Jobs Nigeria.

    Scholarship 2019/20

    Undergraduate Scholarships 2019/2020
    Masters Scholarships,
    PhD Scholarships,
    International Scholarships.