Customer Support Officer

About the role

The Customer Support Officer will be the first point of contact for clients reaching out via phone, WhatsApp, email, social media and other channels. You will guide customers through account set‑up, transactions, investments and payments while ensuring a smooth and professional experience.

Key responsibilities

• Respond promptly and professionally to customer enquiries across multiple communication channels.
• Assist customers with account registration, onboarding, transactions, investments, payments and related service queries.
• Provide clear information about the company’s products, services, processes and policies.
• Resolve complaints efficiently and escalate complex issues to the appropriate department.
• Follow up on unresolved issues to guarantee timely resolution and customer satisfaction.
• Support customers facing technical or platform‑related challenges.
• Maintain accurate records of interactions, complaints, requests and resolutions.
• Collaborate with Operations, Investment, Technology, Sales and other teams to address customer concerns and identify recurring issues.

Required profile

• Bachelor’s degree or HND in Business Administration, Mass Communication, Marketing, Social Sciences or a related field.
• 1–3 years of experience in customer service, client relations or a similar role.
• Strong verbal and written communication abilities.
• Excellent problem‑solving and conflict‑resolution skills.
• Ability to multitask, manage multiple enquiries and maintain attention to detail.
• Patient, empathetic, proactive and comfortable working in a fast‑paced environment.

Required skills

• Good knowledge of WhatsApp for business communication.
• Proficiency with email as a support channel.
• Experience using CRM or customer‑support platforms.