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Graduate Customer Support Hero At IROKO Partners Limited

Date Posted: 23/Aug/2016
Deadline: Not Specified

IROKO is Africa's leading entertainment technology company. Launched in 2010, by Jason Njoku and Bastian Gotter, it is one of the most talked about African internet start-ups, thanks to its flagship Nollywood movie platform iROKOtv. Head quartered in Lagos, Nigeria, the company has pioneered Video-On-Demand for Nollywood content (Nigerian movies) and has aggregated the world's largest online catalogue of African content, totalling 10,000+ hours. The company is also a leading global distributor of Nollywood content and works with international brands as diverse as British Airways to Nollywood TV, Tigo and The Africa Channel, to provide the highest quality movies for audiences around the world. In 2015, iROKO pivoted into the Linear TV market and has launched two channels - iROKO Play and iROKO Plus, on leading network, StarTimes.

Job Title: Customer Support Hero

Job description

JOB TITLE – Customer Support Hero for iRokotv (Lagos, Nigeria)

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 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

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

Method of Application

Interested and qualified? Click the Apply now button to send your application

Apply Now  






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