Customer Support Officer
✨ AI Summary
About Us
Ranked by the Financial Times in 2024, Moniepoint is Africa’s leading fintech, serving over 10 million accounts and managing billions of Naira in monthly transactions. Our goal is to foster financial happiness across the continent. Discover how we promote a culture of innovation, collaboration, and growth at Moniepoint.
Position: Customer Support Officer (Offline State Support)
Department: Customer Support Operations
Reports to: Regional Team Lead
Location: Beside presidential lodge off Shendam Road, Lafia Nassarawa
Role Overview
The Customer Support Officer is responsible for delivering exceptional and timely support to walk-in clients and those in WhatsApp groups. This position emphasizes addressing customer inquiries, technical challenges, and service issues while ensuring a consistent experience that reflects the bank’s values. The officer is the initial point of contact, working with internal teams to resolve issues quickly and gather insights for enhancing customer satisfaction.
Main Responsibilities:
- Serve as the primary contact for in-person clients and respond to inquiries via WhatsApp.
- Deliver accurate and prompt responses to customer requests.
- Record all support requests for tracking and follow-up.
- Collaborate with internal teams to resolve customer concerns timely.
- Escalate complex issues to the Regional/State Team Lead when necessary.
- Follow established communication scripts and service guidelines.
- Gather and document customer feedback for continuous improvement.
- Identify customer needs and provide suitable solutions.
- Maintain confidentiality of customer data.
Requirements:
- 1-2 years of customer service experience.
- BSc or HND educational qualification.
- Completion of NYSC or valid exemption certificate.
Skills:
- Excellent communication skills for in-person and WhatsApp interactions.
- Strong problem-solving and customer-centric abilities.
- Attention to detail in documentation and data logging.
- Ability to collaborate across teams.
How to Apply:
If you are interested in joining us, please submit your application for consideration. We offer competitive compensation, benefits, and opportunities for professional development.
