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Latest Job Opportunity To Work At IROKO Partners Limited

Date Posted: 26/Oct/2016
Deadline: Not Specified

IROKO is the world’s largest online distributor of local Nollywood content and Africa’s largest InternetNTV operator. It operates an online platform [irokotv.com], English speaking Android app [irokotv], a French speaking Android/iOS app [IROKO+] and television channels on Star Times, Sky, and DSTV. The company has offices in Lagos, London and New York, IROKO has raised $35Mn in venture capital funding from Tiger Global, Kinnevik, RISE Capital and CANAL+.

Job Title: French Speaking Customer Support Team Lead

Job description

JOB TITLE - 

Hero Captain (Team Lead) for 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!

 

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? Click the Apply now button to send your application

Apply Now  






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