CS Sales Team Lead - Jumia (Full Time)

About Jumia:

Jumia is a leading pan-African e-commerce platform. Its mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to customers, while helping businesses grow as they use Jumia's platform to better reach and serve customers.

Jumia is built around a marketplace and supported by a proprietary logistics business [Jumia Logistics] and a digital payment and fintech platform [Jumia Pay]. With over 3,000 employees, 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 a sustainable impact in Africa.

In April 2019, Jumia was the first Tech company in Africa to be listed on the New York Stock Exchange.

As the Customer Support Team Lead, you will drive the performance, growth, and day-to-day operations of our frontline sales and service team. Combining strong leadership with a strategic approach to performance metrics, you will coach and empower agents to hit ambitious sales targets, enhance customer satisfaction, and navigate complex escalations.

What you will be doing:

• Lead and manage a team of Customer Service Sales Agents to meet or exceed individual and team sales targets, quotas, and performance metrics.
• Provide ongoing coaching, mentoring, and feedback to team members to improve sales effectiveness, customer service skills, and overall performance.
• Monitor and analyze sales performance data, including conversion rates, average order value, and customer satisfaction scores, and identify opportunities for improvement and development.
• Collaborate with the Customer Service Sales Manager to develop and implement sales strategies, tactics, and action plans to achieve business objectives and targets.
• Conduct regular team meetings, huddles, and training sessions to communicate goals, objectives, and expectations and ensure alignment with company policies and procedures.
• Handle escalated customer inquiries, issues, and complaints in a timely and professional manner, and provide support and guidance to team members as needed.
• Maintain accurate and up-to-date records of sales activities, customer interactions, and performance metrics in CRM systems or databases.
• Foster a positive and collaborative work environment within the team, and lead by example to inspire and motivate team members to achieve their full potential.
• Stay informed about product updates, promotions, and marketing campaigns, and effectively communicate them to team members and customers.

What we are looking for:

• Experience in sales or customer service, with demonstrated leadership and coaching skills.
• Strong communication and interpersonal skills, with the ability to build rapport with customers and team members.
• Proven ability to meet or exceed sales targets and performance metrics in a fast-paced and dynamic environment.
• Ability to multitask, prioritize, and manage time effectively to meet deadlines and achieve goals.
• Experience with CRM systems, sales software, and other relevant tools and technologies.
• Flexibility to work evenings, weekends, or holidays as needed to support customer service and sales operations.

We Offer:

• A unique experience in an entrepreneurial, yet structured environment
• A unique opportunity of having strong impact in building the African e-commerce 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