Online Support

Company Description

Filmhouse Group houses multiple business within the media and entertainment space. The award winning Filmone Entertainment and the dynamic Filmhouse Cinemas. Our mission is "to provide magical experiences through content that entertains and inspires, delivering world-class services and exceptional value to our audience".

The group is supported by a corporate operations management team that ensures our operations area aligned to International Best-Practice.

Job Description

Are you smart, responsive, and excellent at critical thinking and problem-solving? Do you have a personal laptop and the ability to work effectively from home? We have an opportunity for you! 

We are seeking a responsive, tech-savvy, and customer-focused Online Support Personnel to join our team. The ideal candidate will be responsible for responding to customer inquiries, providing timely assistance, resolving issues, and ensuring a smooth customer experience across our online platforms.

This role is suitable for candidates with little or no prior experience who are willing to learn and can communicate effectively while working independently.

Performance will be measured by response rate, resolution rate and customer satisfaction scores.

Respond promptly and professionally to customer inquiries across multiple touchpoints including email, phone calls and Whatsapp.
* Attend to customer questions, requests, and concerns in a timely manner.

* Verify customer transactions and booking records to investigate and resolve disputes.
* Provide accurate information and guidance to customers.
* Follow up on pending customer requests and ensure timely resolution.
* Identify recurring issues or patterns in customer complaints and report these to the relevant team for product or operational improvement.
* Maintain clear and professional communication with customers at all times.
* Work closely with relevant teams to resolve customer concerns.
 

Qualifications

* Excellent written and verbal communication skills.
* Strong critical thinking and problem-solving skills.
* ⁠Basic data analysis and reporting skills
* Highly responsive, proactive, and attentive to details.
* Ability to work independently and manage tasks effectively in a remote environment.
* Must have a personal laptop or computer.
* Must have reliable electricity and stable internet access.
* Must be comfortable using computers and online communication platforms.
* Previous experience is not compulsory; training will be provided for the right candidate.

* Willing to work weekends and additional hours during peak periods.
* Serving NYSC Corps Members and post-NYSC candidates are welcome to apply.

*Comfortable navigating backend or admin systems - prior experience with booking platforms, CRM tools, or ticketing systems is an added advantage.

 

Additional Information

REQUIRED SKILLS & COMPETENCIES

* Excellent verbal and written communication skills.
* Strong interpersonal and customer service skills.
* High emotional intelligence, empathy, and conflict-resolution ability.
* Strong attention to detail and problem-solving skills.
* Ability to multitask and work effectively in a fast-paced environment.
* Sales, upselling, and relationship management skills.
* Good computer literacy and proficiency in Microsoft Office applications.
* Professional appearance, excellent grooming, discretion, and confidentiality.
* Ability to work flexible hours, including evenings, weekends, public holidays, and peak movie release periods.