Customer Service & Training Specialist (FR)

JR United Kingdom; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Agent & Training Delivery Specialist to enhance customer experiences and deliver impactful training programs. This role requires exceptional communication skills in both French and English, along with a passion for education and adaptability to diverse environments. You'll resolve complex customer issues, ensure quality assurance, and travel to various locations to conduct training sessions. If you thrive in a hybrid work model and are motivated to make a difference in customer service, this opportunity is perfect for you!

Qualifications

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

Responsibilities

• Resolve complex customer issues and provide expert support.
• Travel to deliver training sessions and develop training materials.
• Monitor quality of service and assist in onboarding new agents.

Skills

Verbal Communication in French

Written Communication in English

Interpersonal Skills

Organizational Skills

Problem-Solving Skills

Adaptability

Microsoft Office Proficiency

CRM Software Proficiency

Tools

Salesforce Service Cloud

Job description

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Customer Service & Training Specialist (FR), London

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Client:

GOAT Interactive

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

05.05.2025

Expiry Date:

19.06.2025

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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. ***