Customer Support Officer

About Us
Moniepoint, recognized as Africa’s fastest-growing fintech by the Financial Times in 2024, serves over 10 million clients, processing billions of Naira in transactions monthly. Our aim is to foster financial well-being for every African. Experience our vibrant 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: Jigawa, Dute

Role Overview
The Customer Support Officer delivers exceptional support to walk-in customers and those in WhatsApp groups. This position prioritizes resolving inquiries, technical challenges, and service concerns while ensuring a uniform customer experience aligned with the Bank’s standards and values. As the initial contact point, the officer collaborates with internal teams to facilitate swift resolutions and gathers insights for enhancing customer satisfaction.

Main Responsibilities

• Act as the primary contact for walk-in customers and respond to WhatsApp inquiries.
• Deliver timely and accurate solutions to customer requests.
• Document all support requests for effective tracking.
• Coordinate with internal teams for prompt issue resolution.
• Escalate unresolved issues to the Regional/State Team Lead as needed.
• Follow established communication and operational protocols.
• Gather customer feedback to contribute to service improvements.
• Foster strong relationships with customers through effective communication.
• Ensure confidentiality and data privacy of customer information.

Requirements
Applicants should have 1-2 years of relevant experience, a BSc or HND, and should have completed NYSC or hold an exemption certificate. Strong communication, problem-solving skills, and a customer-focused mindset are essential.

How to Apply
If you are interested in this opportunity, please submit your application detailing your experience and qualifications.