Customer Experience Communications Manager
Dec 2022 to Current
Jumia Kenya － Nairobi, Kenya
- Compiling a daily report on where we stand with the number of returns pending on the queue.
- Following up on the pending packages with the relevant stakeholders to ensure that the process is flowing, and we eliminate any blocker that may lead to the delay in the processes.
- Raising an alarm when there is a delay and coming up with a solution for such delays to avoid a repeat.
- Ensuring that action is taken for non-compliance both for CS agents and the delivery agents.
- Ensuring that the customer satisfaction survey and the NPS are above 90% on a monthly basis.
- Coming up with new projects to improve service delivery. For instance, the introduction of Wonder Share Edraw Max for process mapping.
Regional Head of CS (Jumia Prime)
Jan 2022 to Dec 2022
Jumia Group － Nairobi, Kenya
- Responsible for the Prime subscribers' retention routine performed by the agents.
Devolved the calls to the local agents, a move that pushed our retention from 10% to over 27% on average.• Oversee the agents' performance on the tasks assigned to them. Introduced quality analysis to the calls with regular training and refreshers to improve the agents'
customers' conversations
- Create plans and communicate deadlines to complete projects on time.
- Explore and create new ways to resolve problems with processes, technology, or team members to improve overall efficiency. Devolved the Prime issue resolution to the local agents with a weekly regional meeting to tackle the pending issues.
- Prepare a range of written communications, documents, and reports on a monthly basis on retention, feedback, and challenges.
- Train and mentor agents/staff to maximize team performance. Revamp of the scripts and our Terms and Conditions for clarity.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
Jumia Prime Team Lead
Nov 2020 to Jan 2022
Jumia Kenya － Nairobi, Kenya
- Achieved the Jumia Prime service-level agreement (SLA) on issues by providing a prompt response to the issues reported.
- Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.
- Achieved 200 outbound calls and over 80 emails per day with only 2 agents.
- Updated the agents' database on a weekly basis and maintained the excel formula used in it.
- Prepared a weekly report on the Jumia Prime agents' performance.
- Managed complaints with calm, clear communication and problem-solving.
- Enhance a good working environment for my agents by being readily available to address their issues and motivate them frequently.
- Reduced Jumia Prime complaints by more than 50% by giving the customer lasting solutions to their issues.
Customer Service Agent
Jun 2018 to Nov 2020
Jumia Kenya － Nairobi, Kenya
- Collaborated with a team of 50 customer service professionals to deliver outstanding advice and support.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Supported customers experiencing technical difficulties by quickly identifying issues, qualifying customer expectations, and conducting troubleshooting to achieve timely first-time resolution.
- Addressed customer service inquiries quickly and accurately.
- Built rapport with customers through courteous and professional communications.
- Resolved customer queries over the phone and by email.• Handle 120 inbound calls and over 80 60 emails per day.
- Pioneered the sales department in Jumia Kenya, a department that was outsourced and performed well leading to the recall of the routine back to inhouse.
- Resolved the Jumia Prime issues as an agent, a role that I performed so well leading to my promotion to the position of Jumia Prime Team Lead
