Offline Customer Support Officer (Ogun)

Moniepoint, ranked by the Financial Times in 2024 as Africa's fastest-growing fintech and trusted by over 10 million business and individual accounts, is hiring a Customer Support Officer (Offline State Support) in Ogun State

Job Details

• Job Title: Customer Support Officer (Offline State Support)
• Department: Customer Support Operations
• Reports to: Regional Team Lead
• Location: Ogun State
• Job Type: Full-Time

About the Role

The Customer Support Officer provides high-quality, timely and professional support to walk-in customers and customers in WhatsApp groups. The role focuses on resolving customer enquiries, technical issues and service-related concerns while delivering a consistent customer experience aligned with the company's standards and values

The officer serves as the first point of contact, working with internal teams to ensure prompt issue resolution and offering insights to improve customer experience based on logged issues and customer feedback

Responsibilities

• Serve as the first point of contact for walk-in customers and respond to customer enquiries on WhatsApp platforms
• Provide prompt, accurate and high-quality responses to customer enquiries and service requests
• Log all customer support requests accurately for tracking and follow-up
• Coordinate with relevant internal teams to ensure timely resolution of customer issues
• Escalate complex or unresolved issues to the Regional or State Team Lead as required
• Adhere to approved communication scripts, service guidelines and operational procedures
• Collect and document customer feedback on products and services to support continuous improvement
• Identify customer needs and offer appropriate solutions to ensure satisfaction
• Build and maintain strong, trust-based relationships with customers through clear and effective communication
• Maintain confidentiality and data privacy of customer information at all times

Experience and Background

• Minimum of 1-2 years of relevant customer service or support experience
• Minimum educational qualification of BSc or HND
• Must have completed NYSC or hold a valid exemption or exclusion certificate

Skills and Competencies

• Excellent written and verbal communication skills, especially for handling walk-ins and managing WhatsApp group communications
• Strong problem-solving and issue-resolution abilities
• Customer-centric mindset with high empathy and emotional intelligence
• Ability to collaborate effectively with internal cross-functional teams
• Meticulous attention to detail for tracking, documentation and data logging
• Strict adherence to operational procedures, data privacy and confidentiality guidelines

What Success Looks Like

• High customer satisfaction scores and positive feedback from walk-in and WhatsApp group interactions
• Consistently meeting or exceeding response and resolution timelines (SLAs) for logged enquiries
• Accurate and thorough logging of all customer interactions
• Strong operational discipline with minimal escalations
• Proactive collection of customer feedback that leads to actionable service improvements

Why Join Moniepoint

• Competitive compensation, benefits and career growth opportunities
• Support for professional development

How to Apply

Fill out the form on the website below