Customer Service Team Lead - Jumia (Full Time)

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