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- Tasks: Provide top-notch customer service and deliver engaging training sessions.
- Company: Join GOAT Interactive, a leading gaming brand group in Africa.
- Benefits: Enjoy a hybrid work model with 3 days in-office and 2 days remote.
- Why this job: Make a real impact while travelling and helping others grow their skills.
- Qualifications: 2+ years in customer service; fluent in French and English; training experience preferred.
- Other info: Frequent travel across Africa is required; be ready for an exciting adventure!
The predicted salary is between 30000 - 42000 £ 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. The ideal candidate is a strong communicator, a problem-solver, and a passionate educator who can adapt to different environments and audiences.
Key Responsibilities- Customer Service: Resolve complex or escalated customer issues that first-line agents cannot address. Provide expert-level support for account related problems. Maintain accurate records of customer interactions and transactions. Collaborate with internal teams to escalate complex customer issues. 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.
- Additional Responsibilities: 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.
- Experience: Minimum of 2 years of experience in customer service or a related field. Proven experience in delivering training or presentations to groups.
- Skills: 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. Problem-solving skills and the ability to think on your feet.
- Key Attributes: Self-motivated and proactive. Adaptable to changing environments and schedules. Passionate about helping others learn and grow. Patient, empathetic, and customer-focused. 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 & Training Specialist (FR) employer: GOAT Interactive
Contact Detail:
GOAT Interactive Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service & Training Specialist (FR)
✨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 demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Highlight any previous experience you have in training or delivering presentations. Be prepared to discuss specific examples of how you've successfully engaged an audience and improved their skills, as this is a key part of the job.
✨Tip Number 3
Showcase your problem-solving abilities by preparing for situational questions. Think of scenarios where you've resolved complex customer issues or adapted training materials to meet diverse needs, as these experiences will be valuable in the role.
✨Tip Number 4
Since the role requires frequent travel, be ready to discuss your flexibility and willingness to adapt to different environments. Share any past experiences where you've successfully navigated new locations or cultures, as this will demonstrate your adaptability.
We think you need these skills to ace Customer Service & Training Specialist (FR)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and training. Emphasise any roles where you resolved complex issues or delivered training sessions, as these are key aspects of the job.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and education. Mention specific examples of how you've successfully trained others or solved customer problems, and explain why you're excited about the opportunity at GOAT Interactive.
Showcase Language Skills: Since fluency in both French and English is required, make sure to highlight your language skills prominently in your application. If possible, provide examples of how you've used these skills in a professional setting.
Demonstrate Adaptability: Given the need for frequent travel and adaptability to different environments, include examples in your application that showcase your flexibility and ability to thrive in changing situations. This could be from previous jobs or experiences.
How to prepare for a job interview at GOAT Interactive
✨Showcase Your Communication Skills
As a Customer Service & Training Specialist, strong communication is key. Be prepared to demonstrate your verbal and written skills during the interview. You might be asked to explain a complex issue or present a training concept, so practice articulating your thoughts clearly.
✨Highlight Your Problem-Solving Abilities
Expect questions that assess your problem-solving skills. Prepare examples from your past experience where you successfully resolved customer issues or adapted training materials to meet specific needs. This will show your ability to think on your feet and handle challenges effectively.
✨Emphasise Your Training Experience
Since the role involves delivering training, be ready to discuss your previous training experiences. Share how you engaged participants and tailored content to different audiences. If possible, bring along any training materials you've created to showcase your skills.
✨Demonstrate Your Adaptability
Given the need for frequent travel and adaptability to various environments, prepare to discuss how you've successfully adjusted to changing situations in the past. Highlight your flexibility and willingness to embrace new challenges, as this will resonate well with the interviewers.
