Offline Customer Support Officer (Delta)

About this role

This role is for a Customer Support Officer focused on offline state support in Delta, working under the Customer Support Operations department and reporting to the Regional Team Lead. Based in Ughelli, it involves assisting walk-in customers and WhatsApp groups, resolving enquiries and technical issues while upholding the employer's standards and values. The officer acts as the first point of contact, coordinating with internal teams to ensure timely issue resolution and contributing feedback for service improvements. The position targets individuals with customer service experience who can communicate clearly and maintain data privacy. The employer is Moniepoint, a fintech serving millions of accounts and processing transactions across Africa.

What you would do

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

What they are asking for

• Minimum of 1–2 years in customer service or support.
• BSc or HND qualification.
• Completion of NYSC or valid exemption/exclusion certificate.

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