Customer Support Team Lead at IROKO Partners Limited

IROKO is Africa's leading entertainment technology company. Launched in 2010, by Jason Njoku and Bastian Gotter, it is one of the most talked about African internet start-ups, thanks to its flagship Nollywood movie platform iROKOtv. Head quartered in Lagos, Nigeria, the company has pioneered Video-On-Demand for Nollywood content (Nigerian movies) and has aggregated the world's largest online catalogue of African content, totalling 10,000+ hours.

IROKO Partners Limited is recruiting to fill the position of:


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

Requirement

• Bilingual French and English speaking applicants only.