Customer Support Hero at iROKO Partners Ltd

Reports To: Head of Customer Support

Position Summary

• To provide our English-speaking customers with excellent customer service.

Duties & Responsibilities

• Responding to all incoing live-chat, email, phone and/or social media inquiries for iRokotv customers
• Troubleshooting and resolving customers' problems with our product by determining the cause of problem, then selecting and explaning the best solution
• Brining any relevant issues to line manager's attention immediately
• Achieving and maintaining proficienct with our escalation matrixes
• Consistenly staying up-to-date with new iRokotv products/services
• Providing weekly reports on customer feedback to management
• Converting potential customer by answering product/service questions, suggesting information about subscription plans, payment options and devices
• Reviewing and making changes to customer accounts where necessary

Requirements
Ideal candidate:

• Bachelor's degree in any subject
• 1-3 years in Customer Service
• Must be friendly and articulate
• Strong knowledge of the Nollywood industry i.e films, actors and actresses (desirable)
• Profficient knowledge of Microsoft Office (Excel, Word)
• Creative problem-solver (Thinks on toes)
• Excellent Time-Management skills 

Skills Required:

• Attention to detail
• Excellent customer service skills
• Ability to work proactively, independently and under tight time frames
• Excellent communication and interpersonal skills
• Ability to quickly assess a situation and problem solve to point of resolution