EG - Customer Service Team Lead - Jumia (Full Time)

At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.

You need to follow simple guidelines:

• Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
• Apply with your Jumia e-mail.

What you will be doing

• Lead, coach, and motivate a team of CS Agents handling calls, chats, and tickets.
• Monitor and drive KPIs (CSAT, SLA, AHT, QA, productivity).
• Handle customer escalations related to orders, deliveries, cancellations, refunds, and complaints.
• Conduct regular coaching, 1:1s, and performance follow-ups.
  
  

What we are looking for

• Bachelor’s degree and at least 2 years of experience 
• Thorough working knowledge of MS Office, e.g. solid and sound Excel knowledge
• Strong coaching, communication, and analytical skills.
• Ability to manage escalations and work in a fast-paced environment.
• Comfortable working with KPIs and CS tools.