Offline Customer Support Officer (Walk‑in & WhatsApp)

About the role

The Offline Customer Support Officer provides high‑quality, timely assistance to walk‑in customers across Nigeria and to users interacting via WhatsApp groups. You will be the first point of contact, handling enquiries, technical issues and service‑related concerns while ensuring a consistent experience aligned with the bank’s standards.

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 support requests accurately for tracking and follow‑up.
• Coordinate with internal teams to ensure timely resolution of issues.
• Escalate complex or unresolved matters to the Regional/State Team Lead.
• Adhere to approved communication scripts, service guidelines and operational procedures.
• Collect and document customer feedback to support continuous improvement.
• Maintain confidentiality and data privacy of customer information at all times.

Required profile

• Minimum 1–2 years of relevant customer service or support experience.
• BSc or HND qualification.
• Completed NYSC or hold a valid exemption/exclusion certificate.
• Excellent written and verbal communication skills for face‑to‑face and WhatsApp interactions.
• High empathy, strong problem‑solving ability and meticulous attention to detail.

Required skills

• Excellent written and verbal communication.
• Problem‑solving and issue‑resolution abilities.
• Ability to collaborate effectively with cross‑functional teams.
• Meticulous documentation and data logging.