Offline Customer Support Officer (Edo)

About the role

Moniepoint, a fintech ranked by the Financial Times in 2024, is hiring an Offline Customer Support Officer (State Support) in Edo State within its Customer Support Operations department, reporting to the Regional Team Lead. The officer supports walk-in customers nationwide and customers in WhatsApp groups, resolving enquiries, technical issues and service concerns while maintaining the bank's standards and values.

Key responsibilities

• Serve as the first point of contact for walk-in customers nationwide and respond to 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 internal teams to resolve customer issues and escalate complex or unresolved ones to the Regional/State Team Lead.
• Follow approved communication scripts, service guidelines and operational procedures.
• Collect and document customer feedback on products and services.
• Maintain confidentiality and data privacy of customer information.

Required profile

• Minimum of 1-2 years of relevant customer service or support experience.
• BSc or HND education.
• Completed NYSC or holds a valid exemption/exclusion certificate.

Required skills

• Excellent written and verbal communication, including handling walk-ins and WhatsApp group chats.
• Problem-solving and issue-resolution abilities.
• Attention to detail for tracking, documentation and data logging.
• Ability to work with cross-functional teams and adhere to operational procedures and data privacy.

What we offer

• Competitive compensation, benefits and career growth opportunities.
• Support for professional development.