Customer Service Team Lead

1 week ago

Kenya Jumia Internal Mobility Board Full time 1,500,000 - 3,000,000 per year

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:

  • Supervise and coach customer service representatives, providing guidance, support, and feedback to optimize performance and achieve team goals.
  • Assist in the development and implementation of customer service policies, procedures, and standards to ensure consistency and quality in customer interactions.
  • Handle escalated customer issues and complaints, resolving issues in a timely and satisfactory manner while maintaining a high level of professionalism and empathy.
  • Monitor team performance, including call quality, response times, and customer satisfaction metrics, and provide regular feedback and coaching to improve performance and achieve targets.
  • Act as a point of contact for team members, addressing questions, concerns, and escalations, and providing guidance and support as needed.
  • Collaborate with the Customer Service Manager and other stakeholders to identify areas for improvement, develop strategies for enhancing the customer experience, and implement process improvements.
  • Stay informed about company products, services, and policies to effectively assist customers and provide accurate information and solutions.
  • Participate in training and development programs to enhance product knowledge, customer service skills, and leadership abilities.

What we are looking for:

  • High school diploma or equivalent; bachelor's degree preferred.
  •  years of experience in customer service or call center environment, with demonstrated leadership and supervisory experience.
  • Excellent communication and interpersonal skills, with the ability to effectively coach, motivate, and inspire team members.
  • Strong problem-solving abilities, with the ability to handle complex customer issues and escalations with professionalism and empathy.
  • Proficiency in using CRM systems, Microsoft Office Suite, and other relevant software applications.
  • Ability to multitask and prioritize tasks effectively in a fast-paced and dynamic environment.
  • Flexibility to work evenings, weekends, and holidays as needed.

Kindly make your application by 18th December 2025

Interview stages 

  • HR meeting with the Talent Acquisition
  • Technical meeting with hiring manager
  • Final meeting with the functional manager

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