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.
What you will be doing:
- Lead and manage the virtual customer service team, including VXP Agents, to ensure alignment with company objectives, service standards, and performance targets.
- Develop and implement strategies to drive the adoption of virtual customer service channels, increase engagement, and enhance the overall customer experience.
- Collaborate with cross-functional teams, including IT, product, marketing, and operations, to optimize the Virtual Experience Platform, identify opportunities for improvement, and implement enhancements.
- Define and monitor key performance metrics, including customer satisfaction scores, response times, resolution rates, and platform usage metrics, and implement action plans to achieve performance targets and objectives.
- Provide coaching, guidance, and training to VXP Agents to enhance their skills, knowledge, and performance in delivering exceptional customer experiences in a virtual environment.
- Conduct regular performance reviews, provide feedback, and recognize top performers to motivate and incentivize the team to achieve excellence.
- Stay informed about industry trends, emerging technologies, and best practices in virtual customer service management, and make recommendations for innovation and improvement.
- Maintain accurate and detailed records of platform usage, customer interactions, and performance metrics, and prepare reports and analyses for senior management and stakeholders.
Deadline for submission: March 20, 2025
