Customer Support Officer (Offline State Support)

About this role

The role is for a Customer Support Officer handling walk-in customers and WhatsApp group inquiries in Ondo, reporting to the Regional Team Lead. The incumbent provides prompt, professional assistance, resolves technical and service-related issues, and ensures a consistent customer experience in line with the company’s standards. They act as the first point of contact, coordinating with internal teams to resolve issues and suggesting improvements from feedback. The job supports Moniepoint's financial technology services across the walk-in customer base nationwide and in WhatsApp communications.

What you would do

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

What they are asking for

• Minimum 1–2 years of relevant customer service or support experience.
• BSc or HND qualification.
• Completed NYSC or valid exemption/exclusion certificate.

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