Jumia Food is an online food ordering site that allows consumers to conveniently order meals of their choice from their preferred restaurants, and have them delivered straight to their home / office.

In particular, you will:

Work with the head of departments to execute processes focused on improving customers’ experiences and overall service received by customers; in line with the set KPIs.

Clear communication of KPI expectations to teams and prioritizing them

Provide continuous evaluation of processes and procedures, ensuring efficiency of service delivery to customers.

Provide performance reviews and coaching to team members periodically

Coordinates the activities of the team and ensuring all calls are handled professionally and accurate information is provided to customers

Assist the team manager with daily operations of the call center team to include analyses and implementation of staffing, telemarketing and customer support.

Support in maintaining a high-quality work environment to ensure team members are continually motivated to perform at optimum level

Serve as primary escalation and resolution path for non-defined / adhoc customer complaints.

Facilitation of flow of internal communication and synergy between different teams for issue resolution with the aim of increasing customer satisfaction.

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