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
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