Team Lead, Customer Support at IROKO Partners Limited

 Employment Nigeria 29-Dec-2016 LAGOS , Customer Service  

IROKO -  Africa's leading entertainment technology company. Launched in 2010, by Jason Njoku and Bastian Gotter, it is one of the most talked about African internet start-ups, thanks to its flagship Nollywood movie platform iROKOtv.


POSITION : French Speaking Customer Support Team Lead

Team Mission Statement

  • To provide excellent customer service by communicating with our customers professionally and respectfully, in a fluent written and spoken French.
  • To pay rapt attention to details, investigating and interpreting issues, to purpose of quick resolution. Fast-learning and pro-activity are key skills for this position.
  • To convey information clearly, confidently, and politely

Position Summary

  • To provide managerial support for the IROKO+ team by solving account issues and escalating, managing team operations, and providing timely and well-written reports.

Duties & Responsibilities

  • Account Management and Escalations
  • Solving or escalating Subscription Issues (refund and cancellation requests, Subscription access issues, etc.)
  • Escalating any urgent product-related issues to Line Manager or Department Head
  • Light debugging and product testing

Team Management:

  • Providing additional agent support (via LiveChat, email, Social Media, or Voice) when needed
  • Coordinating team's operations during each shift (break slots, lateness reporting, allocating staff to channels)
  • Monitoring and supervising select user-interactions
  • Escalating any urgent staff-related issues to Line Manager or Department Head Reporting and Continuity
  • Delivering shift reports at the end of your team’s shifts
  • Creating detailed, analytical ad-hoc reports around LiveChat performance, Social
  • Media performance tagging, debugging and user-facing issues

Requirement

  • Bilingual French and English speaking applicants only.


Sorry the application deadline for this job has elapsed



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