Jumia Ghana Recruitment for Head of Customer Service

Applications are invited from interested and suitably qualified candidates for Jumia Ghana Recruitment for Head of Customer Service.

Jumia is Africa’s leading internet group, with already over 3,000 employees in more than 14 African countries and huge successes such as Jumia, Jumia Market, 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. It was founded in 2012. Jumia’s mission is to revolutionize the concept of shopping by providing customers with the best online shopping experience through a wide range of products categories including mobiles & tablets, computers, electronics, home & living, fashion, sports, health & beauty, grocery, and others.

Job Description:

• Company: Jumia
• Location: Ghana
• State: Accra
• Job type: Full-Time

Main responsibilities:

• Be the voice of the customer

• Follow and implement the Global strategies and procedures, and clearly communicate set goals

• Manage all the CS channels: Inbound, Outbound, Emails, Social media platforms, ensuring compliance in areas of quality and efficiency. Maintain a proactive attitude towards complaint management and issue resolution

• Closely monitor the performance and delivery of set SLAs, and follow-up on daily operations

• Build a strong relationship with the Central Head of Customer Service, take input, give feedback to, and ensure a strong cooperation

• Recruit, train, and manage the customer service agents

• Regularly report to the Central Head of Customer Service as well as the Country MD on the delivery of set SLA and suggestions on how to improve

• Analyze data and statistics for the CS team within his/her jurisdiction

Key Requirements

• Proven ability to influence, motivate, and lead in a large organization

• Prior experience in business operations at a high-growth organization

• Personal obsession with detail, efficiency, and user experience

• Strong interest in retail and technology

• Engaging entrepreneurial spirit blended with excellent analytical skills

• Fluency in English is a must; Other languages are a plus
• Advanced degree from a top-ranked institution

We offer:

• A unique experience in an entrepreneurial, yet structured environment;

• The opportunity to become part of a highly professional and dynamic team working around the world;

• An unparalleled personal and professional growth gave the challenges that we propose you to take.

How to Apply

Interested and suitably qualified Candidates should Click here to Submit CV.