Jumia
E-commerce
CustomerServiceSalesTeamLead
“Customer Service Sales Team Lead at Jumia. Skills: Team leadership, Sales performance, Customer service. Lead team of agents. Set performance standards”
What You'll Achieve.
Meet or exceed GMV targets; Meet or exceed Net Orders targets
Industry & Context.
Root-cause analysis; Action plans
What They're Looking For.
Must Have
2 years Customer Service/Sales, 1 year team management, Bachelor's to Master's degree
Nice to Have
E-commerce experience, Call center experience
What You'll Do.
Set performance standards
Build weekly schedules
Handle absence coverage
Conduct one-on-one sessions
Conduct performance reviews
Set improvement goals
Monitor daily Sales KPIs
Own Quality & Service KPIs
Identify performance gaps
Implement corrective actions
Produce performance reports
Conduct root-cause analysis
Translate findings into plans
Meet Net Orders targets
Design team challenges
Design incentive mechanisms
Partner with Marketing
Partner with Commercial
Align CS Sales initiatives
Own onboarding experience
Facilitate coaching sessions
Identify high-potential talent
Build development paths
How You'll Work.
Team & Collaboration
Partner with Marketing; Partner with Commercial
Communication Scope
Clear communication; Compelling communication; Adaptable style
Applying for this Customer Service Sales Team Lead role?
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