About the Role
Jumia Nigeria is your number one online shopping destination, offering everything from electronics and fashion to home appliances with convenient nationwide delivery. We are currently looking for a dynamic and results-driven CS Sales Team Lead to drive the performance, growth, and day-to-day operations of our frontline sales and service team in Nigeria. In this role, you will combine strong leadership with strategic performance metrics to coach and empower agents, hit ambitious sales targets, enhance customer satisfaction, and successfully navigate complex escalations in a fast-paced ecommerce environment.
Key Responsibilities- Lead and manage a team of Customer Service Sales Agents to meet or exceed individual and team sales targets, quotas, and KPIs.
- Provide ongoing coaching, mentoring, and feedback to improve sales effectiveness, objection handling, and customer service delivery.
- Monitor and analyze sales performance data, including conversion rates, average order value, and customer satisfaction scores.
- Collaborate with management to develop and implement proactive sales strategies, tactics, and action plans to achieve business objectives.
- Conduct regular team meetings and training sessions to communicate company goals, updates, promotions, and marketing campaigns.
- Handle escalated customer inquiries and complaints professionally, providing reliable support and guidance to frontline team members.
- Maintain accurate records of sales activities, customer interactions, and performance metrics within CRM databases.
- Proven experience in sales or customer service leadership, with demonstrated coaching and team management skills.
- Strong verbal and written communication skills with the ability to build quick rapport and motivate a diverse team.
- A track record of consistently meeting or exceeding sales targets in a fast-paced, high-volume environment.
- Proficiency in using CRM systems, sales software, and modern customer support technologies.
- Exceptional time management, multitasking, and problem-solving abilities.
- Flexibility to work shift schedules, including evenings and weekends as required by business operations.
- Competitive salary package with performance-based incentives and bonuses.
- Comprehensive health insurance coverage and employee welfare benefits.
- Dynamic, fast-paced work environment with genuine opportunities for career progression.
- Staff discount on a wide range of products available on the Jumia platform.