Bilingual Customer Support Agent at iROKO Partners Ltd

Job Description

• IROKO+ is a video-on-demand service distributed across all French Speaking Africa, via our partner CANAL+, a pay-TV leader in the region.
• You will be working the 2-person customer service team, based in Lagos.

Customer Service Mission

• To provide excellent customer service by communicating with our customers professionally and respectfully in fluent written and spoken French.
• To pay rapt attention to details, investigating and interpreting issues, for quick resolution.
• To embody the voice of customers and to convey information clearly, confidently, and politely

Position Summary

• Solving or escalating Subscription Issues (subscription access issues, etc.)
• Escalating any urgent product-related issues to Product Manager
• Product-debugging and quality assurance testing
• Interviewing users by phone, analysing survey results to drive a better understanding of user behavior

Skills Required

• Fluent in written and spoken French (mandatory)
• Fast-learning and pro-active
• Strong communication skills
• Well-organized, manages deadlines, comfortable with Excel/Word/Power Point
• Interested in tech products and entertainment industry