Graduate Customer Service Jobs at iROKO Partners

IROKO Partners Ltd is a super fast growing start-up business. We are the fastest growing digital media company offering West African content globally. Our mission is to provide easier access and discovery of quality entertainment content to hundreds of millions of people on devices of their choice. We work across three continents and have offices in London, New York and Lagos.

We have been featured in a range of global media including The Sunday Times, Forbes, Variety and many, many others.

CUSTOMER SUPPORT HERO
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

BILINGUAL/FRENCH CUSTOMER SUPPORT HERO

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

TO APPLY
Click on Job Title below:

CUSTOMER SUPPORT HERO
BILINGUAL/FRENCH CUSTOMER SUPPORT HERO