Client Support & Partners Engagement Officer

About the role

The Client Support & Partners Engagement Officer is the primary point of contact between JolibaLive and its users, advertisers, partners and the wider public. This role ensures high customer satisfaction, protects the brand reputation and supports the smooth operation of JolibaLive’s digital services.

Key responsibilities

• Serve as the first point of contact for customers, partners and the general public via email, WhatsApp, live chat, chatbots, social media and phone.
• Explain JolibaLive services, guide users on best practices and help them maximise value.
• Handle complaints, feedback and suggestions professionally and document them accurately.
• Escalate editorial feedback to the newsroom and technical issues to the web, server and IT support teams.
• Support the JolibaLive Readers Reward Programme and process advertising, promotion and sponsored‑content enquiries.
• Assist customers with directory listings, business profiles and event pages.
• Provide assistance for travel services including flight, hotel and booking queries.
• Manage communications with commercial partners such as Amazon, MGID, TravelPayouts and AliExpress.
• Coordinate enquiries related to podcasts, webinars, training sessions and live events.
• Represent JolibaLive professionally at physical events, training programmes and walk‑in customer desks.

Required profile

• Professionalism and strong empathy when dealing with diverse users.
• Excellent written and verbal communication skills.
• Ability to understand and navigate JolibaLive’s ecosystem of services.
• Detail‑oriented approach to recording interactions and escalating issues.