Offline Customer Support Officer (Jigawa)

Moniepoint is an Africa-focused fintech serving more than 10 million business and individual accounts. Its mission is to enable financial happiness for every African.

The Customer Support Officer provides timely, professional support to walk-in customers and customers in WhatsApp groups. The role resolves enquiries and service concerns, coordinates issue resolution, and uses customer feedback to improve the experience.

• Serve as a first point of contact for walk-in customers and WhatsApp enquiries.
• Provide accurate responses to customer questions and service requests.
• Log support requests for tracking and follow-up.
• Coordinate with internal teams on customer issues.
• Escalate complex or unresolved matters to the Regional or State Team Lead.
• Follow approved communication scripts and operational procedures.
• Collect and document customer feedback.
• Identify needs and offer suitable solutions.
• Build trust through clear customer communication.
• Protect customer confidentiality and data privacy.

• 1–2 years of relevant customer service or support experience.
• BSc or HND qualification.
• Completed NYSC or a valid exemption or exclusion certificate.
• Excellent written and verbal communication skills.
• Strong problem-solving and issue-resolution ability.
• Customer-focused approach with empathy and emotional intelligence.
• Ability to collaborate with cross-functional teams.
• Attention to detail in tracking and documentation.
• Adherence to data privacy and confidentiality procedures.