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Vacancy For French Speaking Customer Support Team Lead at Iroko TV

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.

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 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.

 

Qualification:

  • Bilingual French and English speaking applicants only 

Key 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

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