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Customer Support Officer (Offline State Support) - Delta
About this role
A Customer Support Officer (Offline State Support) role based in Delta, working under Moniepoint Inc. The position focuses on delivering high-quality support to walk-in customers and WhatsApp group members, handling inquiries, technical issues, and service concerns in line with the company’s standards. The officer acts as the first point of contact, coordinating with internal teams to ensure timely issue resolution and gathering feedback to improve the customer experience. The role involves documenting requests, following scripts and procedures, and protecting customer data privacy. The job targets candidates with experience in customer service and a minimum academic qualification of a Bachelor’s degree or HND, who have completed NYSC or hold a valid exemption. It reports to the Regional Team Lead and is located in Ughelli, Delta.
What you would do
- Serve as the first contact for walk-in customers and respond to inquiries on WhatsApp platforms.
- Provide prompt, accurate, and high-quality responses to inquiries and service requests.
- Log all customer support requests 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.
- Follow approved communication scripts and service guidelines.
- Collect and document customer feedback to support improvement.
- Identify customer needs and offer appropriate solutions.
- 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 1 - 2 years of relevant customer service or support experience.
- Bachelor’s degree (BSc) or Higher National Diploma (HND).
- Must have completed NYSC or have a valid exemption/exclusion certificate.
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