• Career Opportuinty at iROKO+

  • Posted on: 26 October, 2016 Deadline: Not Specified
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  • CONTEXT

    IROKO+ is the first video platform customized for French Speaking Africa and distributed in the shops of our partner CANAL+, the Pay-TV leader in the region. Our customer service is based in Lagos, working with the experienced team of IROKOtv.

    Looking for a young and dynamic environment? Here, we are!

    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.

    REQUIREMENTS 

    • Bilingual French and English speaking applicants only

    Method of Application

    Interested and qualified? Go to iROKO Partners Ltd career website on www.linkedin.com to apply

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