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- Tasks: Provide top-notch customer service and deliver engaging training sessions across Africa.
- Company: Join GOAT Interactive, a leading gaming brand group in Africa, focused on digital excellence.
- Benefits: Enjoy a hybrid work model with 3 days in the office and 2 days remote, plus travel opportunities.
- Why this job: Make a real impact by enhancing team performance and customer service skills while exploring new places.
- Qualifications: 2+ years in customer service, fluent in French and English, and strong communication skills required.
- Other info: Passionate about teaching? This role combines customer support with training delivery for a rewarding experience.
The predicted salary is between 28800 - 43200 £ per year.
GOAT Interactive is the online division of the Editec Group. The objective of GOAT Interactive is to use the vast knowledge of Africa, combined with digital excellence, to ensure that all of our brands occupy the podium positions in the countries we operate in. With a growing presence across Africa, GOAT represents one of the largest groups of gaming brands on the continent.
We are seeking a dynamic and versatile Customer Service Agent & Training Delivery Specialist to join our team. In this role, you will not only provide exceptional customer service but also travel to local offices to deliver training programs to our teams.
- Customer Service: Provide expert-level support for account related problems. Communicate with Local CS Teams via email and messaging applications to provide detailed explanations and resolutions.
- Quality Assurance: Ensure that all customer interactions meet company standards and policies. Monitor and evaluate the quality of service provided by first-line agents.
- Training Delivery: Travel to local and regional offices to deliver training sessions to customer service teams and other staff. Develop and update training materials, including presentations, handouts, and guides, to ensure they are relevant and effective. Conduct needs assessments to identify knowledge gaps and tailor training programs accordingly. Facilitate engaging and interactive training sessions, both in-person and virtually, to enhance team performance and customer service skills. Monitor and evaluate the effectiveness of training programs, gathering feedback and making improvements as needed. Stay up-to-date with company products, services, and policies to provide accurate information to local teams and trainees. Build strong relationships with local teams to foster collaboration and knowledge sharing. Assist in the onboarding process for new customer service agents, ensuring they are well-prepared for their roles. Represent the company professionally during travel and training engagements.
Minimum of 2 years of experience in customer service or a related field. Excellent verbal and written communication skills, fluent in both French and English. Strong interpersonal and relationship-building abilities. Ability to travel frequently and work flexible hours as needed. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM software (Salesforce Service Cloud a bonus). Organizational and time-management skills to balance customer service and training responsibilities. Passionate about helping others learn and grow. Frequent travel to local and regional offices is required (Africa).
If you are a customer service professional with a passion for teaching and a willingness to travel, we encourage you to apply for this exciting opportunity to make a meaningful impact on our teams and customers!
Please note that we operate a hybrid working model of 3 days in the office and 2 days working from home!
Customer Service Advisor and Training Officer employer: GOAT Interactive
Contact Detail:
GOAT Interactive Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor and Training Officer
✨Tip Number 1
Familiarise yourself with GOAT Interactive's brands and their presence in Africa. Understanding the specific challenges and customer needs in different regions will help you tailor your approach during interviews and demonstrate your commitment to the role.
✨Tip Number 2
Highlight any previous experience you have in training or mentoring others. Be prepared to discuss how you've successfully delivered training sessions or improved team performance, as this is a key aspect of the role.
✨Tip Number 3
Showcase your language skills, especially your fluency in French and English. Being able to communicate effectively with diverse teams across Africa will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your organisational and time-management skills. Since the role involves balancing customer service and training responsibilities, demonstrating your ability to manage multiple tasks efficiently will be crucial.
We think you need these skills to ace Customer Service Advisor and Training Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and any training or teaching roles you've held. Use specific examples that demonstrate your ability to communicate effectively in both English and French.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and training. Mention your willingness to travel and how your skills align with the company's mission of excellence in Africa.
Showcase Relevant Skills: Emphasise your proficiency in Microsoft Office Suite and any CRM software you have used. Highlight your organisational skills and ability to manage multiple responsibilities, as these are crucial for the role.
Prepare for Potential Questions: Think about how you would handle various customer service scenarios and training situations. Be ready to discuss your approach to quality assurance and how you would engage teams during training sessions.
How to prepare for a job interview at GOAT Interactive
✨Showcase Your Customer Service Skills
Be prepared to discuss your previous customer service experience in detail. Highlight specific examples where you resolved issues effectively and how you maintained a positive relationship with customers.
✨Demonstrate Training Experience
Since the role involves training delivery, be ready to share any past experiences you have in training or mentoring others. Discuss how you tailored your approach to meet different learning styles.
✨Emphasise Communication Skills
Fluency in both French and English is crucial for this position. Practice articulating your thoughts clearly and confidently in both languages, as you may be assessed on your communication abilities during the interview.
✨Prepare for Travel Discussions
As frequent travel is required, be ready to discuss your flexibility and willingness to travel. Share any relevant experiences that demonstrate your adaptability and enthusiasm for working in different locations.
