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Customer Service Quality & Training Manager - Jumia (Full Time)

Jumia
Cairo, Egypt
Posted 5 years ago
369People have clicked1 open position
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Job Details

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Job Description

  • Facilitate training to existing employees as needed or requested.
  • Submit monthly training schedule to leaders.
  • Work closely other training coordinators to help maintain a consistent and professional trainee program.
  • Monitor the quality and quantity of training offered.
  • Maintain training attendance records.
  • Prepare documentation, tip sheets and change training materials.
  • Evaluate and measures the effectiveness of training.
  • Provide performance feedback to participants and management.
  • Monitor and evaluate the use of applications; collects user feedback and recommends enhancements or modifications to applications.
  • Assist with certification testing, documentation and continuing education requirements.
  • Assist in software decisions, processes, implementations, testing and maintenance.
  • Carry out a trend analysis of the customer issues with an overview of advising Cusomer Service Manager & Managing Director on what needs to be improved on.
  • Submit weekly and monthly issues report. Liaise with different department and section heads to ensure customer concerns are addressed fully and in line with the Cusomer Service Processes and Policies.
  • Owner of the compliance tool and ensuring regular compliances & audits on all CS & CXP related processes
  • Leading the train the trainer program for all business functions requiring interactions with customers and vendors

Job Requirements

  • Minimum 10 years of experience working in call center operations leading the team of quality trainers/coach
  • Proven track record and furnish references
  • Complaint handling skills and detailed understanding of call centre processes & KPIs
  • Good reporting and presentation skills with a keen eye for detail
  • Excellent written and oral communication skills, with the confidence to interact at all levels of the organization
  • Personal drive with a sense of urgency and an ability to demonstrate strong commitment to managing initiatives to a successful conclusion
  • Strong knowledge of Excel and powerpoint.

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

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