Offline Customer Support Officer (Nasarawa)

About this role

The role is a Customer Support Officer (Offline State Support) for Moniepoint, based in Lafia, Nasarawa. It provides frontline support to walk-in customers nationwide and to customers in WhatsApp groups, handling enquiries, technical issues and service-related concerns while upholding the organisation’s standards. It reports to the Regional Team Lead.

What you would do

• Serve as the first point of contact for walk-in customers nationwide and respond to customer 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.

What they are asking for

• 1 to 2 years of relevant customer service or support experience.
• Bachelor of Science (BSc) or Higher National Diploma (HND) qualification.
• Must have completed NYSC or possess a valid exemption/exclusion certificate.
• Excellent written and verbal communication skills.
• Strong problem-solving and issue-resolution abilities.
• Ability to collaborate with internal cross-functional teams.

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