IROKO Partners Limited Job Vacancy for a Customer Support Team Lead

IROKO Partners Limited is recruiting to fill the position below:

Job Title: French Speaking Customer Support Team Lead

Job Location: Lagos

Educational Qualification: A graduate

Years of Experience: Not Specified

Other Requirements: Bilingual French and English speaking applicants only.

Job Specification(s): 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
  • Escalating any urgent product-related issues to Line Manager or Department Head
  • Light debugging and product testing
  • Solving or escalating Subscription Issues (refund and cancellation requests, Subscription access issues, etc.)

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)
  • 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
  • Monitoring and supervising select user-interactions
  • Escalating any urgent staff-related issues to Line Manager or Department Head Reporting and Continuity

Apply Before: Not Specified

How to Apply: Interested and qualified candidates should:
Click here to apply


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