Customer Support Officer (Offline State Support) - Akwa Ibom

About this role

A Customer Support Officer for offline state support in Akwa Ibom, employed by Moniepoint Inc. The role involves assisting walk-in customers and WhatsApp groups, resolving enquiries and technical issues, and ensuring service quality aligned with the company's standards. The officer acts as the first point of contact, coordinating with internal teams to resolve issues and gathering feedback for service improvements. The position targets candidates with customer service experience and a relevant degree who can maintain confidentiality and follow procedures. Moniepoint digitises Africa's real economy by providing payment, banking, credit and business management tools to businesses.

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 relevant 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 operational procedures.
• Collect and document customer feedback on products and services for continuous improvement.
• 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 at all times.

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 possess a valid exemption/exclusion certificate.
• Excellent written and verbal communication skills for handling walk-ins and WhatsApp group communications.
• Strong problem-solving and issue-resolution abilities.
• Customer-centric mindset with high empathy and emotional intelligence.
• Ability to collaborate effectively with internal cross-functional teams.
• Meticulous attention to detail for tracking, documentation, and data logging.
• Strict adherence to operational procedures, data privacy, and confidentiality guidelines.

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