Offline Customer Support Officer (Ogun)

Moniepoint Inc.; United States; On-site; USD 1,500 - 2,400; Full time

Benefits offered by this job

Competitive pay

Benefits package

Professional development

Job summary

Moniepoint Inc. in Ogun State, Nigeria, seeks a Customer Support Officer (Offline State Support) to deliver high-quality walk-in and WhatsApp support nationwide, upholding the bank's standards and values.

You will collaborate with internal teams, log requests accurately, and help resolve issues quickly, contributing to a consistent customer experience and data privacy. Join a dynamic team focused on customer satisfaction, process adherence, and cross-functional collaboration to improve service

Qualifications

• Minimum 1-2 years in customer service or support.
• BSc or HND required.
• NYSC completed or exempted.

Responsibilities

• Serve as the first point of contact for walk-in customers nationwide.
• Respond to inquiries on WhatsApp platforms with accurate, timely replies.
• Log all customer support requests for tracking and follow-up.
• Coordinate with internal teams to ensure timely issue resolution.
• Escalate complex issues to the Regional/State Team Lead as needed.
• Adhere to communication scripts, guidelines, and procedures.
• Collect and document customer feedback to support improvements.
• Identify customer needs and offer appropriate solutions.
• Maintain confidentiality and data privacy of customer information.

Skills

Walk-in customer support

WhatsApp support

Customer empathy

Data privacy

Documentation

Education

BSc or HND

NYSC completed

Job description

About us

Ranked by the Financial Times in 2024, Moniepoint is Africa's fastest-growing fintech, trusted by over 10 million business and individual accounts and processing billions of Naira in transactions monthly. Our mission is to enable financial happiness for every African, everywhere.

Curious about what makes Moniepoint an incredible place to work? Check out posts on how we cultivate a culture of innovation, teamwork, and growth.

Job Title: Customer Support Officer (Offline State Support)

Department: Customer Support Operations

Reports to: Regional Team Lead

Location: Ogun state

About this role

The Customer Support Officer provides high-quality, timely, and professional support to walk-in customers nationwide and customers in WhatsApp Groups. The role focuses on resolving customer enquiries, technical issues, and service-related concerns while delivering a consistent customer experience aligned with the Bank's standards and values.

The officer serves as the first point of contact, collaborating with internal teams to ensure prompt issue resolution and offering insights to improve customer experience based on logged issues and customer feedback.

Responsibilities

• Serve as the first point of contact for walk-in customers nationwide and respond to customer inquiries on WhatsApp platforms.
• Provide prompt, accurate, and high-quality responses to customer inquiries and service requests.
• Log all customer support requests accurately for tracking and follow-up.
• Coordinate with relevant internal teams to ensure timely resolution of customer issues.
• Escalate complex or unresolved issues to the Regional/State Team Lead as required.
• Adhere to approved communication scripts, service guidelines, and operational procedures.
• Collect and document customer feedback on products and services to support continuous improvement.
• Identify customer needs and offer appropriate solutions to ensure satisfaction.
• Build and maintain strong, trust-based relationships with customers through clear and effective communication.
• Maintain confidentiality and data privacy of customer information at all times.

Experience & Background

• Minimum of 1-2 years of relevant customer service or support experience.
• Minimum educational qualification of BSc or HND.
• Must have completed NYSC or possess a valid exemption/exclusion certificate.

Skills & Competencies

• Excellent written and verbal communication skills (specifically for handling walk-ins and managing WhatsApp group communications).
• Strong problem-solving and issue-resolution abilities.
• Customer-centric mindset with high empathy and emotional intelligence.
• Ability to collaborate effectively with internal cross-functional teams.
• Meticulous attention to detail for tracking, documentation, and data logging.
• Strict adherence to operational procedures, data privacy, and confidentiality guidelines.

What success looks like in this role

• High customer satisfaction scores and positive feedback from walk-in and WhatsApp group interactions.
• Consistently meeting or exceeding response and resolution timelines (SLAs) for logged inquiries.
• Accurate and thorough logging of all customer interactions to prevent unresolved gaps.
• Strong operational discipline with minimal escalations due to unresolved baseline issues.
• Proactive collection of customer feedback that leads to actionable internal service improvements.

Why join us

• Competitive compensation, benefits, and career growth opportunities.
• Support for professional development.