Offline Customer Support Officer (Lagos)

Moniepoint, a Financial Times-ranked fintech company in 2024, is hiring an Offline Customer Support Officer in Lagos, Nigeria. This role focuses on providing high-quality support to walk-in customers nationwide and those in WhatsApp groups, ensuring prompt issue resolution and aligning with Moniepoint’s customer experience standards. The position emphasizes collaboration with internal teams, feedback analysis, and maintaining strong customer relationships while adhering to operational guidelines.

What it offers

The role involves direct customer interaction, resolving inquiries, logging requests, and escalating complex issues. It requires adherence to communication scripts and service guidelines, with an opportunity to contribute to continuous improvement through customer feedback analysis.

Who can apply

The eligibility is not explicitly stated in the provided text. Applicants should be based in Lagos, Nigeria, as the role is location-specific. No specific education level, nationality, or experience requirements are mentioned.

What you'll do

• Serve as the first point of contact for walk-in customers nationwide and respond to inquiries on WhatsApp.
• Provide prompt, accurate, and high-quality responses to customer requests.
• Log all customer support requests accurately for tracking and follow-up.
• Coordinate with internal teams to resolve issues efficiently.
• Escalate complex issues to the Regional/State Team Lead as needed.
• Follow approved communication scripts and operational procedures.
• Collect and document customer feedback to improve services.
• Identify customer needs and offer appropriate solutions to ensure satisfaction.
• Build and maintain trust-based relationships with customers.

How to apply

The application process is not explicitly detailed in the provided text. No specific steps or required documents are mentioned.

Good to know

• The role is location-specific to Lagos, Nigeria.
• No explicit mention of required education level, experience, or nationality.
• Focuses on customer support, feedback analysis, and operational compliance.