Customer Support Officer (Offline State Support)

About this role

The role is for a Customer Support Officer serving walk-in customers and WhatsApp group users in Delta, working within Moniepoint's Customer Support Operations. It involves handling enquiries, technical and service issues, and delivering a consistent customer experience in line with the company’s standards. The officer is the first point of contact and collaborates with internal teams to resolve issues and improve customer experience based on feedback. The position requires a minimum of 1–2 years in customer service, a recognised degree, and completion of NYSC or valid exemption, with emphasis on communication and data logging. The employer operates in the financial technology space, digitising Africa’s real economy and offering payments, banking, credit, and business tools.

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 service requests.
• Log all customer support requests accurately 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 needed.
• Adhere to approved scripts, service guidelines, and procedures.
• Collect and document customer feedback to support improvement.
• Identify customer needs and offer suitable solutions to ensure satisfaction.
• Build and maintain trust-based relationships through clear communication.
• Maintain confidentiality and data privacy of customer information.

What they are asking for

• Minimum 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/exclusion certificate.
• Excellent written and verbal communication skills for walk-ins and WhatsApp communications.
• 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 logging and documentation.
• Strict adherence to data privacy and confidentiality guidelines.

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