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Customer Service Trainer

Jumia Uganda

This is a Full-time position in Uganda posted December 31, 2021.

Jumia Uganda Jobs in Uganda Customer Service Trainer Carreer opportunities in Uganda vacancies in Jumia Uganda at Uganda All Jobs in Uganda December 2021

# Job Description

Jumia is a leading e-commerce platform in Africa. It is built around a
marketplace, Jumia Logistics, and JumiaPay. The marketplace helps millions of
consumers and sellers to connect and transact. Jumia Logistics enables the
delivery of millions of packages through our network of local partners.
JumiaPay facilitates the payments of online transactions for Jumia’s
ecosystem. With over 1 billion people and 500 million internet users in
Africa, Jumia believes that e-commerce is making people’s lives easier by
helping them shop and pay for millions of products at the best prices wherever
they live. E-commerce is also creating new opportunities for SMEs to grow, and
job opportunities for a new generation to thrive. With over 5,000 employees in
more than 10 countries in Africa, Jumia is led by top talented leaders
offering a great mix of local and international talents and is backed by very
high-profile shareholders. Jumia is committed to creating sustainable impact
in Africa. Jumia offers unique opportunities in a vibrant and booming
environment, creating new jobs, new skills, and empowering a new generation.


Main Responsibilities

–> –>Manage the training process of agents to ensure that the mandatory training has been conducted and evaluations passed by all agents.
–>Have a clear calendar of the training duration and organization
–>To select new comers using the included tests in different parts of the training
–>Continuously train staff to deliver a high standard of customer service in the face of new systems and processes.
–>Manage Customer Satisfaction performance CSAT and make agents reach the targets through specialised training packs designed to close gaps identified by the Quality Analyst.
–>Propose development programmes for newly hired and existing CS Operations staff
–>Mentoring and feedback sessions for staff based on evaluations and investigations of issues
–>Verify results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of all customer interactions
–>Weekly calibration session on assessed mails, calls & CSAT deepdives
–>Monitor the overall quality performance of all Agents through quizzes.

Required Skills & Qualifications

–> –>Should have attained at least a Bachelor’s Degree
–>Successful previous experience as a customer service representative
–>2+ years’ supervisory experience
–>2+ years’ experience in customer service
–>Excellent verbal and written communication skills
–>Proficiency with Microsoft Office Suite and Google Docs
–>Ability to translate your skills to other employees through training and mentorship

–> –>Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
–>Advanced knowledge in call center tools
–>In-depth knowledge of customer service principles and practices
–>In-depth knowledge of customer service software, databases and CRM tools
–>Must possess an advanced knowledge of customer service
–>Excellent mentoring, coaching and people management skills

What we offer

–>A unique experience in an international, entrepreneurial yet structured environment
–>An unparalleled personal and professional improvement as our longer-term objective is to train the next generation of leaders of our future internet service lines
–>The opportunity to be part of the team of talented people with the best backgrounds

Apply Online Now

URL:: Link to Apply

[ **Submit your CV and Application on Company Website : Click Here**
**Closing Date** : 8th Jan. 2022

Jumia Uganda Jobs in Uganda Customer Service Trainer Carreer opportunities in Uganda vacancies in Jumia Uganda at Uganda All Jobs in Uganda December 2021

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