Offline Customer Support Officer

Moniepoint Incorporated—a business payments, banking, and fintech enterprise backed by QED Investors and servicing over 600,000 businesses—is recruiting an Offline Customer Support Officer for its operational branch in Wurukum, Benue State. Operating within the Customer Support Operations department, this frontline customer experience role manages walk-in merchant inquiries, technical terminal troubleshooting, WhatsApp group escalation channels, SLA tracking, and local customer retention across Benue State.

Key Responsibilities

• In-Person & Digital Support: Provide immediate assistance to walk-in merchants at the Wurukum office and resolve transaction or POS queries on assigned WhatsApp support groups.

• Issue Resolution & SLA Tracking: Troubleshoot payment/terminal errors, log customer tickets accurately within the internal CRM, and enforce quick Service Level Agreement (SLA) turnarounds.

• Escalation & Internal Coordination: Liaise with backend technical, dispute resolution, and regional field teams; escalate unresolved issues to the State/Regional Team Lead.

• Data Privacy & Feedback Logging: Ensure strict compliance with customer data confidentiality standards while documenting merchant feedback to inform product upgrades.

Requirements & Qualifications

• Academic Background: BSc or HND in any relevant discipline.

• National Service: Completed NYSC with a discharge certificate or possess a valid exemption/exclusion certificate.

• Technical & Soft Skills: Strong written and verbal communication, ticket-logging accuracy, customer empathy, data privacy compliance, and multi-channel communication skills.