Bilingual/French Customer Support Hero at iROKO Partners Ltd

REPORTS TO 

Head of Customer Support

TEAM MISSION STATEMENT

• To provide excellent customer service by communicating with our customers professionally and respectfully.
• To pay rapt attention to details, investigating and interpreting issues, to purpose of quick resolution.
• To convey information clearly, confidently, and politely.

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 iRoko+ 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 iRoko+ 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 

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