Customer Service & Training Specialist (FR)

Social network you want to login/join with:

Customer Service & Training Specialist (FR), London

col-narrow-left

Client:

GOAT Interactive

Location:

London, United Kingdom

Job Category:

Other

–

EU work permit required:

Yes

col-narrow-right

Job Views:

4

Posted:

05.05.2025

Expiry Date:

19.06.2025

col-wide

Job Description:

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 top 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.

Job Summary:

We are seeking a dynamic and versatile Customer Service Agent & Training Delivery Specialist to join our team. You will provide exceptional customer service and travel to local offices to deliver training programs. The ideal candidate is a strong communicator, problem-solver, and 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 apps to provide detailed explanations and resolutions.

Quality Assurance:

• Ensure 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 staff.
• Develop and update training materials, including presentations, handouts, and guides.
• Conduct needs assessments to identify knowledge gaps and tailor training programs.
• Facilitate engaging and interactive training sessions, both in-person and virtual.
• Monitor and evaluate training effectiveness, gathering feedback for improvements.

Additional Responsibilities:

• Stay updated on company products, services, and policies.
• Build strong relationships with local teams to foster collaboration.
• Assist in onboarding new customer service agents.
• Represent the company professionally during travel and training engagements.

Qualifications

Experience:

• Minimum 2 years in customer service or related field.
• Experience in delivering training or presentations.

Skills:

• Excellent verbal and written communication skills in French and English.
• Strong interpersonal and relationship-building skills.
• Ability to travel frequently and work flexible hours.
• Proficiency in Microsoft Office and CRM software (Salesforce Service Cloud is a plus).
• Organizational and time-management skills.
• Problem-solving skills and adaptability.

Key Attributes:

• Self-motivated and proactive.
• Adaptable to changing environments and schedules.
• Passionate about teaching and growth.
• Patient, empathetic, and customer-focused.

Frequent travel to local and regional offices in Africa is required.

If you are a customer service professional with a passion for teaching and travel willingness, apply now to make a meaningful impact!

*** Note: We operate a hybrid model: 3 days in-office, 2 days remote. Ensure this suits you before applying. ***

#J-18808-Ljbffr