Current Employment Opportunity for Customer Service Manager at Jumia Nigeria

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Jumia is Africa’s leading internet group, with already over 3,000 employees in more than 20 African countries and huge successes such as Jumia, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs and Jumia Services. It is led by top talented leaders offering a great mix of local and international talents and is backed by MTN, Millicom, Rocket Internet, Axa, Orange, Goldman Sachs & CdC.

We are recruiting to fill the position below:

 

Job Title: Customer Service Manager

Location: Nigeria
Job Type: Full Time

Job Objective

  • The Customer Service Manager is a unique opportunity to help drive our efforts to improve customer satisfaction in the entire online shopping journey.
  • This is a critical role as it directly correlates to continually improving the customer experience and as a result better customer loyalty and retention.
  • This role calls for a rare combination of proactive thinking, industry knowledge & interpersonal ability to manage relationships, issues, and topics with customers and with all teams across the organization.

Responsibilities

  • Directly supervise the customer service team and ensure the team’s activities are aligned to the departmental and company objectives.
  • Actively promote and manage the process of continuous improvement in customer service standard within call/mail inquires and troubleshooting.
  • Work with cross-functional teams to build the business cases and plans for improving specific customer issues.
  • Work closely with other merchant’s customer support teams.
  • Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
  • Necessary interactions with partners and providers to ensure seamless experience for the customers.
  • Organize trainings on customer retention and experience for the team.
  • Distil customer insights into business recommendations by identifying meaningful customer indicators and trends and by performing root cause analysis to improve the experience of customers.
  • Promote effective communication throughout all levels of the customer service function.
  • Support projects aiming at improving and maintaining operational KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Quality of service, Productivity KPIs, etc.

Requirements and Experience

  • BSc / HND from an accredited university.
  • 5+ years’ experience in customer centric roles such as operations, project management or process improvement.
  • Ability to think strategically and attention to detail.
  • Advanced skills in office tools (e.g., Excel and Google Suites) and Sales force.
  • Experience in creative problem-solving and ability to see beyond what is presented as an issue or question to develop solutions for customers and the business.
  • Experience in organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs/requirements.
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We Offer

  • A unique experience in an entrepreneurial, yet structured environment
  • A unique opportunity of having strong impact in building the African ecommerce 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.

 

How to Apply
Interested and qualified candidates should forward their CV to: talent.ng@jumia.com using the position as the subject of the email.

Note: Only shortlisted candidates will be contacted

Application Deadline  30th August, 2022

 

 

 

 

 

 

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Important Notes

  • The above statements are intended to describe the general nature and level of work to be performed by people assigned to this job.
  • They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
  • All personnel may be required to perform other responsibilities in addition to those specified from time to time, as needed.
  • We do not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
  • Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.
  • We are an equal opportunity employer and value diversity inclusion. We do not discriminate on grounds of colour, race, nationality, religion, age, ethnic origin, disability, gender, marital status, or sexual orientation in our employment practices
  • Our people are all equally gifted in unique ways: we come from diverse traditions, personal experiences and points of view. And we want to include yours, Are you ready to inspire us with your ideas?
  • We encourage all applicants to apply and does not practice any discrimination in any recruitment process.
  • Applications submitted after the deadline will not be considered.
  • Due to the urgency of the position, we have the right to recruit a candidate who matches the required profile before the above deadline
  • Only qualified candidates will be invited for interview

Publisher’s Note:

Deroundtable.com is a job, vacancy, career opportunity blog. We share daily updates on available Jobs, vacancies, local and international scholarships, Government/international organization loans and grants.

Deroundtable.com is not an agent of this organization, we can not assist any applicant secure a job, loan, grant or scholarship. We only share the information for interested persons to apply.

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What is a cover letter?

A cover letter is a one-page document that you submit with your resume to express your interest in a job opening. The purpose of a cover letter is to introduce yourself to an employer and provide a brief overview of your work history, professional skills, and an explanation why you’re the best fit for that job.

While your resume focuses on your qualifications and achievements, your cover letter expands on those achievements, showcases your personality, and explains why you’d be a good fit for the company.

How to write a cover letter that gets you the job

Here’s how to make a great cover letter for a job application:

Underneath your name in your cover letter header, list the following contact details:

  • First and last name
  • Email address (something professional, usually including your name)
  • Phone number
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  • Linkedin profile link (optional)
  • Portfolio or website (optional)

After your header, include the date and following company contact information:

  • First and last name of the person you’re writing to, or the relevant department
  • Company address
  • Company phone number
  • Hiring manager’s email address

 

2. Address the hiring manager (ideally by their name)

Next, address your cover letter to the hiring manager by name if possible. A standard cover letter salutation includes the hiring manager’s first and last name, and begins with a “Mr.”, “Ms.”, or another relevant professional title.

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Start your cover letter with an informative, direct introduction by including the following details in the first one or two sentences:

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