Customer Support Officer (Offline State Support)

About this role

The role is for a Customer Support Officer handling walk-in customers and WhatsApp groups in Ondo. It focuses on resolving customer enquiries, technical issues, and service-related concerns while upholding the bank’s standards. The officer acts as the first point of contact and works with internal teams to ensure timely issue resolution and to capture insights from feedback. The employer provides global payment and banking services and is looking for someone to support operations in offline state channels.

What you would do

• Serve as 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 accurately for tracking and follow-up.
• Coordinate with internal teams to ensure timely resolution of customer issues.
• Escalate complex or unresolved issues to the Regional/State Team Lead as required.
• Adhere to approved communication scripts, service guidelines, and procedures.
• Collect and document customer feedback to support service improvements.
• Identify customer needs and offer appropriate solutions to ensure satisfaction.
• Build and maintain trust-based relationships with customers through clear communication.
• Maintain confidentiality and data privacy of customer information.

What they are asking for

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

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