Offline, Internal Support & Client Support at iROKOtv

TEAM MISSION STATEMENT

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

POSITION SUMMARY

We are looking for diligent and detail-oriented support agent with a strong ability to multi-task. The Internal Support and Client Support agent will provide our internal agents with quick back-office support, as well as following-up with our customers and troubleshooting any issues they encounter.  

DUTIES & RESPONSIBILITIES

• Managing all internal staff support requests---- from the Offline Sales and Offline Customer Service teams, via whatsapp, chat or phone call
• Distributing voucher codes, verification codes, and data bundles to field agents as needed
• Troubleshooting and resolving customers’ or agents’ problems with our product by determining the cause of the problem, then selecting and explaining the best solution
• Placing engagement and retention calls to our local customer base to provide support and renew subscriptions
• Assisting the Customer Service Supervisor as needed
• Achieving and maintaining proficiency with our escalation matrixes
• Consistently staying up-to-date with new irokotv products/services
• Providing weekly reports on customer feedback to management
• Reviewing and making changes to customer accounts where necessary 

REQUIREMENTS

• Excels at multi-tasking
• Proven problem-solver
• Adaptive to change 
• Should have an Android phone
• Independent and resourceful
• Solid team player who thrives on working in a fast paced environment