Customer Support Officer (Offline State Support)

Moniepoint, a Financial Times-ranked fintech company in Nigeria, is hiring an Offline Customer Support Officer for the Rivers state office. This role focuses on providing high-quality support to walk-in customers and WhatsApp users, resolving inquiries, and improving customer satisfaction through feedback analysis. The position emphasizes collaboration with internal teams to ensure efficient issue resolution and adherence to company standards. The ideal candidate will thrive in a fast-paced, customer-centric environment driven by innovation and teamwork.

What it offers

The role involves direct customer interaction, logging support requests, escalating complex issues, and gathering feedback to enhance services. You will work closely with the Regional Team Lead and contribute to a culture of continuous improvement in customer experience.

Who can apply

This position is open to individuals with a strong customer service background, preferably in a similar role or industry. Experience in walk-in support, WhatsApp customer service, or related customer-facing functions is highly desirable. No specific education level or prior experience with fintech is explicitly mentioned, but relevant customer service skills are critical.

What you'll do

• Serve as the first point of contact for walk-in customers nationwide and respond to inquiries via WhatsApp.
• Provide prompt, accurate, and high-quality responses to customer questions and service requests.
• Log all support requests accurately for tracking and follow-up.
• Coordinate with internal teams to resolve customer issues efficiently.
• Escalate unresolved issues to the Regional/State Team Lead as needed.
• Follow approved communication scripts and operational procedures.
• Collect and document customer feedback to drive service improvements.
• Identify customer needs and propose solutions to ensure satisfaction.

How to apply

No specific application steps were provided in the source. Please refer to the official Moniepoint careers page for detailed instructions.

Good to know

• The role is based in Portharcourt, Rivers State, Nigeria.
• The position is part of Customer Support Operations and reports to a Regional Team Lead.
• Moniepoint is known for fostering a culture of innovation, teamwork, and growth.

Key requirements: Customer service experience, ability to handle walk-in and digital customer interactions, adherence to company guidelines, and a proactive approach to improving customer experience.