French Speaking Customer Support Team Lead at iROKO Partners Ltd

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.

REQUIREMENTS 

• Bilingual French and English speaking applicants only