Customer Support Officer (Offline State Support)

About this role

Moniepoint Incorporated is recruiting for a Customer Support Officer to handle walk-in customers nationwide and interactions in WhatsApp groups from Edo. The role involves resolving customer enquiries, technical issues, and service-related concerns, while upholding the bank’s standards and values. The officer acts as the first point of contact and coordinates with internal teams to ensure prompt issue resolution. The position requires documenting customer interactions, collecting feedback, and maintaining data privacy. The role targets individuals with customer service experience who can communicate effectively and follow procedures.

What you would do

• Attend to walk-in customers nationwide and reply to inquiries on WhatsApp platforms.
• Provide prompt, accurate, and high-quality responses to inquiries and service requests.
• Log all customer support requests accurately for tracking and follow-up.
• Coordinate with relevant internal teams to resolve customer issues promptly.
• Escalate complex or unresolved issues to the Regional/State Team Lead as required.
• Follow approved scripts, service guidelines, and operational procedures.
• Collect and document customer feedback on products and services.
• 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

• 1–2 years of relevant customer service or support experience.
• Minimum BSc or HND qualification.
• Must have completed NYSC or possess a valid exemption/exclusion certificate.
• Excellent written and verbal communication skills for walk-ins and WhatsApp groups.
• Strong problem-solving and issue-resolution abilities.
• Customer-centric mindset with high empathy and emotional intelligence.
• Ability to collaborate with cross-functional teams.
• Meticulous attention to detail for tracking and data logging.
• Strict adherence to operational procedures and data privacy guidelines.

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