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Customer Support Hero at iRokotv

Job Title: Customer Service

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

 

Qualification

  • Bachelor’s degree in any subject
  • 1-3 years in Customer Service 

 

Skills/Requirements:

  • 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 
  • 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

 

Key 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 

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