- Location
- Senegal
- Type
- Full-time
- Department
- Operations - Customer Service
- Seniority
- Manager
- Education
- Bachelor
- Source
- Greenhouse
Description
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.
Customer Service Manager
Summary:
We are seeking an experienced Customer Service Manager to lead and enhance our customer support team. The ideal candidate will drive customer satisfaction by developing efficient customer service processes and fostering a positive team environment.
Responsibilities:
- Oversee daily operations of the customer service department, ensuring timely and effective responses to customer inquiries.
- Develop and implement customer service policies and procedures to improve service quality and client satisfaction.
- Train, mentor, and manage a team of customer service representatives to achieve performance goals.
- Handle complex customer issues and complaints, providing resolutions in a professional and empathetic manner.
- Analyze customer feedback and metrics to drive continuous improvement in service delivery.
- Collaborate with other departments to address and resolve customer-related issues.
Qualifications:
- Bachelor's degree in Business Administration or a related field.
- Proven experience as a Customer Service Manager or in a similar role.
- Strong leadership skills with the ability to manage and motivate a team.
- Excellent communication and interpersonal skills.
- Proficient in customer service software and tools.
- Ability to handle high-pressure situations and resolve conflicts effectively.
- Strong analytical skills and attention to detail.
Skills
Customer Service