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.
REQUIREMENTSÂ
Bilingual French and English speaking applicants only
Apply via :
www.linkedin.com
