Job Title: Head of Customer Service – Africa Region Company: Oraimo Smart Accessories Job Type: Full-Time Location: Lagos, Nigeria, with responsibility for the Africa region About Oraimo Oraimo is a consumer electronics and smart accessories brand offering innovative products designed to improve everyday life. We are committed to delivering quality products and excellent customer experiences across our markets. We are seeking an experienced and strategic Head of Customer Service – Africa Region to lead our customer service operations across multiple African markets. The ideal candidate must have a strong background in e-commerce customer service management, preferably with experience leading customer service teams in a large online marketplace such as Jumia or a similar regional e-commerce platform. The successful candidate will be responsible for developing customer service strategies, improving customer satisfaction, managing regional service teams, and ensuring consistent, high-quality support across all customer touchpoints. Key Responsibilities1. Regional Customer Service Management Lead and oversee customer service operations across multiple African markets. Develop and implement regional customer service strategies, policies, and service standards. Ensure consistent service delivery across online marketplaces, direct sales channels, distributors, and other customer touchpoints. Establish clear service-level agreements (SLAs), response times, escalation procedures, and performance standards. Work with country teams to identify operational challenges and implement effective solutions. 2. E-commerce Customer Experience Oversee customer service operations across e-commerce platforms, including order enquiries, delivery issues, cancellations, returns, refunds, replacements, and complaints. Collaborate with marketplace partners, logistics providers, warehouses, and internal sales teams to resolve customer issues efficiently. Manage customer complaints relating to product quality, warranty claims, after-sales support, and product performance. Identify recurring customer issues and implement preventive measures to improve the overall shopping experience. Ensure compliance with marketplace customer service requirements and applicable consumer protection regulations. 3. Team Leadership and Development Lead, coach, and develop customer service managers, supervisors, and frontline support teams across the region. Establish performance targets and conduct regular reviews to improve team productivity and service quality. Develop training programmes, standard operating procedures (SOPs), and escalation guidelines. Build a customer-focused culture that prioritises accountability, responsiveness, and continuous improvement. Plan staffing requirements and allocate resources based on customer demand and operational needs. 4. Performance Monitoring and Reporting Define, monitor, and report on key customer service performance indicators, including: Customer Satisfaction Score (CSAT) Net Promoter Score (NPS) First Response Time and Resolution Time First Contact Resolution (FCR) Customer Complaint and Escalation Rates Return, Refund, and Warranty Claim Resolution SLA Compliance and Team Productivity Prepare regular performance reports for senior management, highlighting trends, challenges, and improvement opportunities. Use customer feedback, service data, and root-cause analysis to drive operational improvements. Manage regional customer service budgets and optimise operational costs without compromising service quality. 5. Cross-functional Collaboration Work closely with Sales, E-commerce, Marketing, Logistics, Warehouse, Product, Quality Assurance, and After-Sales teams. Partner with marketplace account managers to improve service performance, customer reviews, and seller ratings. Provide customer feedback and insights to relevant departments to support product improvements and business decisions. Support product launches, promotional campaigns, and peak sales periods by ensuring adequate customer service capacity. Develop effective processes for handling high-volume customer enquiries across multiple channels. 6. Customer Experience Improvement Identify opportunities to streamline customer service processes and improve customer satisfaction. Implement appropriate customer service technology, CRM platforms, ticketing systems, and reporting tools. Promote the effective use of automation, knowledge bases, and self-service support options. Monitor customer reviews, complaints, and feedback across e-commerce platforms and social media. Establish proactive customer communication processes to reduce complaints and improve customer retention. Requirements and Qualifications Bachelor's degree in Business Administration, Management, Marketing, or a related field. Minimum of 5–10 years of experience in customer service or customer experience management, with at least 3–5 years in a senior leadership role. Previous experience as a Head of Customer Service, Customer Service Director, Regional Customer Experience Manager, or equivalent leadership position in a large e-commerce marketplace. Experience working with major e-commerce platforms such as Jumia, Konga, or comparable multi-country marketplaces is strongly preferred. Proven experience managing large customer service teams across multiple locations or countries. Strong understanding of e-commerce operations, including order fulfilment, delivery management, returns, refunds, cancellations, and dispute resolution. Experience managing customer service KPIs, SLAs, budgets, and operational performance reports. Familiarity with CRM systems, customer service ticketing platforms, workforce management tools, and data analytics. Excellent leadership, communication, negotiation, and problem-solving skills. Strong analytical ability, with experience using customer service data to drive business improvements. Ability to work effectively across different African markets, cultures, and business environments. Willingness to travel within the region when required. Preferred Qualifications Experience supporting consumer electronics, mobile accessories, home appliances, or other high-volume consumer product categories. Experience managing marketplace seller support and end-customer support operations. Knowledge of warranty management, product returns, after-sales service, and consumer protection requirements across African markets. Experience establishing customer service operations or scaling existing teams across multiple countries. Familiarity with multilingual customer support operations. Key Competencies Strategic leadership and decision-making Customer-centric thinking Operational excellence and process improvement Data-driven performance management Team development and accountability Stakeholder management Conflict resolution and escalation management Adaptability in a fast-paced, multi-market environment What We Offer The opportunity to lead customer service operations across the Africa region. A challenging regional leadership role within a growing consumer electronics brand. The opportunity to shape customer experience strategy and improve service delivery across multiple markets. A collaborative and performance-driven work environment. Competitive compensation and benefits, based on experience and qualifications. Job Type: Full-time Work Location: In person