Bilingual/French Customer Support Hero at IROKO Partners Limited

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. We are recruiting to fill the position of:Job Title: Bilingual/French Customer Support Hero Location: Lagos, NigeriaReports To: Head of Customer SupportJob Description 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 SummaryTo provide our English-speaking customers with excellent customer service.Duties & ResponsibilitiesResponding to all incoing live-chat, email, phone and/or social media inquiries for iRoko+ customersTroubleshooting and resolving customers' problems with our product by determining the cause of problem, then selecting and explaning the best solutionBrining any relevant issues to line manager's attention immediatelyAchieving and maintaining proficienct with our escalation matrixesConsistenly staying up-to-date with new iRoko+ products/servicesProviding weekly reports on customer feedback to managementConverting potential customer by answering product/service questions, suggesting information about subscription plans, payment options and devicesReviewing and making changes to customer accounts where necessary 

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