Customer Service Representative

About the role

Genuine Media Limited is seeking a proactive Customer Service Representative to handle client enquiries across multiple digital channels. You will be the first point of contact for customers using WhatsApp, Telegram, email and social media, ensuring a smooth experience with our media platforms.

Key responsibilities

• Respond promptly and professionally to customer enquiries via WhatsApp, Telegram, email, social media and other approved channels.
• Assist customers with account issues, subscriptions, payments, access and platform‑related questions.
• Resolve complaints within required timeframes and escalate technical or payment issues to the appropriate department.
• Track and follow up on escalated and pending cases to guarantee timely closure.
• Record all interactions, resolutions and follow‑up actions accurately in the system.
• Identify recurring issues and communicate trends to management for service improvement.
• Collaborate with Technical, Content, Product and Operations teams to solve customer problems.
• Prepare daily and weekly service reports as requested.

Required profile

• Minimum HND or Bachelor’s degree in Mass Communication, Business Administration, Marketing or related field.
• At least 3 years of experience in customer service, call‑centre or support roles.
• Experience in digital media, technology, sports, betting or online platforms is a plus.
• Excellent written and verbal communication skills.
• Ability to stay calm, patient and professional with difficult customers.
• Strong problem‑solving and critical‑thinking abilities.
• Willingness to work Saturdays and handle peak periods during major football events.

Required skills

• Good knowledge of WhatsApp, Telegram, email and other digital communication platforms.
• Basic computer literacy and quick learning of new software.

What we offer

• Competitive monthly salary ranging from NGN 150,000 to NGN 250,000.
• Opportunity to work in a dynamic media environment.
• Professional development and career growth prospects.