Customer Service Agent & Training Delivery Specialist (French Speaking)

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 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.

Job Summary:

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:

1. Resolve complex or escalated customer issues that first-line agents cannot address.
2. Provide expert-level support for account related problems.
3. Maintain accurate records of customer interactions and transactions.
4. Collaborate with internal teams to escalate complex customer issues.
5. Communicate with Local CS Teams via email and messaging applications to provide detailed explanations and resolutions.

Quality Assurance:

1. Ensure that all customer interactions meet company standards and policies.
2. Monitor and evaluate the quality of service provided by first-line agents.

Training Delivery:

1. Travel to local and regional offices to deliver training sessions to customer service teams and other staff.
2. Develop and update training materials, including presentations, handouts, and guides, to ensure they are relevant and effective.
3. Conduct needs assessments to identify knowledge gaps and tailor training programs accordingly.
4. Facilitate engaging and interactive training sessions, both in-person and virtually, to enhance team performance and customer service skills.
5. Monitor and evaluate the effectiveness of training programs, gathering feedback and making improvements as needed.

Additional Responsibilities:

1. Stay up-to-date with company products, services, and policies to provide accurate information to local teams and trainees.
2. Build strong relationships with local teams to foster collaboration and knowledge sharing.
3. Assist in the onboarding process for new customer service agents, ensuring they are well-prepared for their roles.
4. Represent the company professionally during travel and training engagements.

Qualifications

Experience:

1. Minimum of 2 years of experience in customer service or a related field.
2. Proven experience in delivering training or presentations to groups.

Skills:

1. Excellent verbal and written communication skills, fluent in both French and English.
2. Strong interpersonal and relationship-building abilities.
3. Ability to travel frequently and work flexible hours as needed.
4. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM software (Salesforce Service Cloud a bonus).
5. Organizational and time-management skills to balance customer service and training responsibilities.
6. Problem-solving skills and the ability to think on your feet.

Key Attributes:

1. Self-motivated and proactive.
2. Adaptable to changing environments and schedules.
3. Passionate about helping others learn and grow.
4. 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! Please make sure this works for you before applying ***

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