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Customer Service Manager.

Jumia
Cairo, Egypt
Posted 5 years ago
693People have clicked1 open position
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Job Details

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Job Description

Main Responsibilities

  • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
  • Provides continual evaluation of processes and procedures.
  • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  • Provides statistical and performance feedback and coaching on a regular basis to each team member.
  • Writes and administers performance reviews for skill improvement.
  • Is available for employees who experience work problems providing appropriate coaching, counselling, direction and resolution.
  • Ensures employees have appropriate training and other resources to perform their jobs.
  • Responds to and resolves employee relations issues expressed by team members.
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • Addresses disciplinary and/or performance problems according to Jumia policy.
  • Prepares warnings, communicates effectively with employees on warnings, and makes effective/appropriate decisions relative to corrective action as required.
  • Manage the daily operation of the customer service department to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Shares continual responsibility for deciding how to manage the employees, ensuring interactions are handled efficiently and effectively.
  • Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
  • Uses appropriate judgment in upward communication regarding department or employee concerns.

Job Requirements

  • Excellent oral, written and interpersonal communication skills.
  • Intermediate Microsoft office suite (Excel, Outlook, Word, etc…) skills.
  • Excellent contact center mathematical skills and basic statistical knowledge.
  • Must be able to work in a fast paced, ever changing environment with a sense of urgency.
  • Strong ability to multitask, excellent organizational and analytical skills with attention to details.
  • Ability to solve routine and complex problems following established policies and procedures.
  • Ability to work independently as well as part of a team.
  • Ability and willingness to perform other duties as assigned.

We Offer

  • A unique experience in an international, entrepreneurial, yet structured environment
  • An unparalleled personal and professional improvement as our longer-term objective is to train the next generation of leaders for our future internet ventures
  • The opportunity to be part of a team full of talented people with the best backgrounds.

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