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
