Jumia is the main pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to enhance the standard of on a regular basis life in Africa by leveraging know-how to ship revolutionary, handy and inexpensive on-line companies to shoppers, whereas serving to companies develop as they use our platform to succeed in and serve shoppers.

We are presently trying for gifted people with a ardour for rising markets and Africa to affix our group and embark on our thrilling journey within the place beneath:

Job Title: Head of Customer Service, Jumia Pay
Location:
Lagos
Job Type: Full time
Responsibilities

  • Jumia Pay is a new and free on-line cost service that lets you send funds on-line securely, immediately, and cost-effectively.
  • The Jumia Pay Head of Customer Service function is a distinctive alternative to assist drive our efforts to enhance buyer satisfaction on JumiaPay funds and their whole on-line buying journey.
  • This is a vital function because it straight correlates to repeatedly enhancing the client expertise and as a outcome higher buyer loyalty and retention.
  • This function calls for a uncommon mixture of proactive pondering, cost trade data & interpersonal capacity to handle relationships, points and matters with prospects and with all groups throughout the organisation.

In explicit you’ll:

  • Directly supervise the JumiaPay customer support group and make sure the group’s actions are aligned to the departmental and firm aims.
  • Actively promote and handle the method of steady enchancment in customer support customary inside name/mail cost inquires and troubleshooting.
  • Work with cross-functional groups to construct the enterprise instances and plans for enhancing particular buyer points.
  • Work carefully with different retailers buyer help groups (Mall, Food, journey) on pay associated points.
  • Create and maintain a constructive group atmosphere displaying excessive ranges of motivation and wonderful group spirit.
  • Necessary interactions with cost companions and suppliers to make sure seamless expertise for the shoppers.
  • Organise trainings on buyer retention and expertise for the group.
  • Distil buyer insights into enterprise suggestions by figuring out significant buyer indicators and traits and by performing root trigger evaluation to enhance the cost expertise of JumiaPay prospects.
  • Promote efficient communication all through all ranges of the customer support operate.
  • Support initiatives aiming at enhancing and sustaining operational KPIs resembling Customer Satisfaction (CSAT), Net Promoter Score (NPS), Quality of service, Productivity KPIs, and so on.

Required Skills & Qualifications

  • Bachelor’s Degree from an accredited college.
  • Ability to assume strategically and a spotlight to element.
  • Advanced abilities in workplace instruments (e.g. Excel and Google Suites) and Sales power.
  • Experience in artistic problem-solving and talent to see past what’s introduced as a difficulty or query to develop options for prospects and the enterprise.
  • At least 5 years expertise in buyer centric roles resembling operations, challenge administration or course of enchancment.
  • Experience in organized aggregated buyer knowledge to investigate traits and suggestions whereas creating plans primarily based on rising buyer wants/necessities.
  • Payment associated buyer expertise can be a plus.

We Offer

  • A singular expertise in an entrepreneurial, but structured atmosphere.
  • The alternative to develop into half of a extremely skilled and dynamic group working world wide.
  • An unparalleled private {and professional} development as our longer-term goal is to coach the following era of leaders for our future web ventures

How to Apply
Interested and certified candidates ought to:
Click here to apply

CHECK THIS JOB ALSO : BizNurture Financial Services Limited, Latest vacancies 4th June 2019

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