Customer Service Representative

Job summary

Genuine Media Limited is seeking a Customer Service Representative to manage customer enquiries, complaints, account issues, and platform support across WhatsApp, Telegram, email, and social media. The ideal candidate must be professional, responsive, solution oriented, and available for full time onsite work in Abuja.

Min Qualification: Degree Experience Level: Mid level Experience Length: 3 years Language Requirement: English Working Hours: Full Time - 8 to 5 Applicant Location: Abuja, Nigeria

Job descriptions & requirements

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