Career Opportuinty at iROKO+

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!

Job Title: French Speaking Customer Support Team Lead
Location: Nigeria

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

 

 

Application Deadline 
Not Specified

 

 

Method of Application
Interested and qualified candidates should click below to apply