Customer Service Representative

Responsibilities:

• Respond promptly and professionally to customer enquiries through WhatsApp, Telegram, email, social media, and other approved communication channels
• Assist customers with account-related issues, subscriptions, payments, access, and other platform-related enquiries
• Resolve customer complaints and issues within the required timeframe
• Escalate technical, payment, or other complex issues to the appropriate department when necessary
• Follow up on escalated and pending issues to ensure timely resolution
• Provide customers with accurate and clear information about Genuine Media products and services
• Maintain a professional and helpful tone in all customer interactions
• Record customer enquiries, complaints, resolutions, and follow-up actions accurately
• Monitor unresolved issues and ensure they are properly tracked until closure
• Identify recurring customer complaints and communicate them to management for improvement\
• Work closely with the Technical, Content, Product, and Operations teams to resolve customer issues\
• Support customer retention by providing excellent service and timely assistance
• Maintain confidentiality and protect customer information
• Prepare daily and weekly customer service reports as required by management

Requirements:

• Minimum of HND or Bachelor's Degree in Mass Communication, Business Administration, Marketing, or a related field
• Previous experience in customer service, customer support, call centre operations, or a similar role is an advantage
• Experience in a digital media, technology, sports, betting, or online platform environment is an added advantage
• Excellent written and verbal communication skills
• Strong customer service and interpersonal skills
• Ability to remain calm, patient, and professional when handling difficult customers
• Good problem solving and critical thinking abilities
• Ability to manage multiple customer enquiries and priorities simultaneously
• Strong attention to detail and accurate record keeping
• Good knowledge of WhatsApp, Telegram, email, and other digital communication platforms
• Basic computer skills and ability to learn new software and systems quickly
• Ability to work effectively as part of a team
• Strong sense of responsibility, accountability, and follow through
• Willingness to work Saturdays and occasional periods of increased workload during major football events

Success Metrics:

• Respond to customer enquiries promptly and professionally
• Maintain a high customer satisfaction level
• Resolve customer issues accurately and within agreed timelines
• Minimise unresolved and overdue customer complaints
• Maintain accurate and timely customer service records and reports
• Effectively follow up on escalated issues
• Identify recurring customer problems and contribute to service improvements
• Demonstrate professionalism, reliability, and strong communication at all times

Benefits:

• Remuneration: NGN 200,000 monthly
  
• Performance-based incentives where applicable
• Fourteen (14) days of paid annual leave
• Learning and professional development opportunities
• Opportunity for career growth within the organisation
• Collaborative and professional work environment