Customer Support Officer (Offline State Support)

About this role

A Customer Support Officer for Offline State Support is needed by Moniepoint Incorporated to handle walk-in customers and WhatsApp inquiries, mainly in Ore, Ondo. The role focuses on resolving customer questions, technical issues, and service concerns while maintaining the company’s standard of service. The officer serves as the first point of contact and coordinates with internal teams to ensure timely issue resolution. The job involves providing high-quality, timely support, logging requests, and collecting customer feedback for service improvement. Experience with customer service and a minimum of a Bachelor’s degree or HND is required, with NYSC completion or valid exemption as a prerequisite.

What you would do

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

What they are asking for

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

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