Customer Support Officer

About Us
Recognized as Africa's fastest-growing fintech by the Financial Times in 2024, Moniepoint serves over 10 million personal and business accounts while processing billions of Naira in transactions each month. Our goal is to promote financial well-being for every African, everywhere. Explore our commitment to fostering a culture of innovation, teamwork, and professional growth.

Job Title: Customer Support Officer (Offline State Support)
Department: Customer Support Operations
Reports to: Regional Team Lead
Location: Rivers, Portharcourt

Role Overview
The Customer Support Officer plays a crucial role in delivering professional support to walk-in customers and those in WhatsApp groups. The focus is on addressing customer inquiries, technical difficulties, and service concerns while ensuring an exceptional customer experience that aligns with the Bank’s standards.

Main Responsibilities

• Act as the primary contact for walk-in customers and respond to inquiries via WhatsApp.
• Provide accurate and timely responses to customer queries and requests.
• Document customer support requests for effective tracking and follow-up.
• Collaborate with internal teams for swift issue resolution.
• Escalate complex problems to the Regional/State Team Lead as necessary.
• Follow established communication protocols and operational guidelines.
• Gather and document customer feedback to enhance service quality.
• Identify customer needs and propose suitable solutions to ensure satisfaction.
• Build and sustain trust-based relationships through effective communication.
• Maintain confidentiality and protect customer data at all times.

Requirements

• 1-2 years of experience in customer service or support.
• BSc or HND qualification; completion of NYSC or valid exemption.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and a customer-centric approach.
• Collaborative mindset and keen attention to detail.

How to Apply
If you are interested in joining our team and contributing to our mission, please submit your application detailing your qualifications and experience.