CS QA & Trainer - 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:

• Manage quality of agents’ calls across different teams: Inbound, outbound, Issue resolution, Live chat, Social media, WhatsApp.
• Train staff to deliver a high standard of customer service
• Manage Customer Satisfaction performance (CSAT) and make agents reach the targets
• Responsible for onboarding new CS staff and developing appropriate training and evaluation
• Effectively coach and mentor the team to ensure that the service delivered to Customers meets the required level of quality standards
• Facilitate training and development programme for newly hired and existing CS Operations
• Assess the performance of staff and identify needs for development to be able to design training programs or develop existing ones
• Mentoring and feedback sessions for staff based on evaluations and investigations of issues
• Verify results by measuring skills in the use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of all customer interactions
• Weekly calibration session on assessed mails, calls & CSAT deepdives
• Monitor the overall quality performance of all Agents
• Improve agents' quality skills and ensure process compliance by evaluating staff interaction via emails, call listening, or side-by-side
• Implement quality challenges

What we are looking for:

• High school diploma or the equivalent
• 4 + years of experience as CS or CS Sales
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office Suite and Google Docs
• Ability to translate your skills to other employees through training and mentoring
• Adequate knowledge of the online marketplace model and ecommerce environm