French Speaking Customer Support Team Lead

iROKO

Apply for this job   

Share this job:


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!

 

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.

 

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

This job originally appeared elsewhere.

Summary

Company

iROKO

Job Level

Experienced (Non-Manager)

Location

Lagos

Specialization

Customer Service

Job Type

Full-Time

Minimum Qualification

Degree

Preferred Years of Experience

1 - 3 years

Application Deadline

Today