The Client Support & Partners Engagement Officer serves as the first point of contact and trusted interface between JolibaLive and the outside world. This role is critical to customer satisfaction, brand reputation, partner relationships, and the smooth operation of JolibaLive’s diverse digital services.

The successful candidate will support users, advertisers, readers, partners, and collaborators by providing clear guidance, timely responses, and effective problem resolution across multiple communication channels.

This role involves explaining how to use and get the best value from JolibaLive News services, handling customer enquiries, receiving complaints and feedback, and ensuring that concerns are properly documented and escalated to the appropriate internal teams.

Feedback relating to content quality, coverage, or tone is channelled to the editorial team, while technical issues are relayed to the web and server infrastructure team for resolution.

Beyond customer support, this position plays a key role in managing JolibaLive’s engagement with commercial and technology partners and other all external organisations associated with this business.

The officer also supports programmes and initiatives including the JolibaLive Readers Reward Programme, directory and business listings, advertising requests, travel services, events, webinars, podcasts, and special civic engagement projects such as the Nigerian Youth Parliament.

This role requires professionalism, empathy, strong communication skills, and a deep understanding of JolibaLive’s ecosystem.

Key Responsibilities

• Serve as the first point of contact for customers, partners, and the general public

• Respond to enquiries via email, WhatsApp, live chat, chatbots, social media, and phone

• Explain JolibaLive services and guide users on best practices and features

• Handle customer complaints, feedback, and suggestions professionally

• Escalate editorial feedback to the newsroom for journalistic review

• Channel technical issues to web, server, and IT support teams

• Support users participating in the JolibaLive Readers Reward Programme

• Receive and process enquiries for advertisements, promotions, and sponsored content

• Assist customers with directory listings, business profiles, and events pages

• Support users of JolibaLive travel services, including flights, hotels, and bookings

• Manage partner communications with platforms such as Amazon, MGID, TravelPayouts, and AliExpress

• Coordinate enquiries related to podcasts, webinars, training sessions, and live events

• Support walk-in customers during physical events and training programmes

• Maintain accurate records of interactions, issues, and resolutions

• Represent JolibaLive professionally at all times as the organisation’s public-facing voice