About the Role
Moniepoint is a leading financial technology company digitising Africa’s real economy by building a robust financial ecosystem for businesses. We provide essential payment, banking, credit, and business management tools designed to help enterprises succeed. We are currently looking for a dynamic and customer-focused Customer Support Officer to join our Customer Support Operations team in Akwa Ibom. In this role, you will act as the primary brand ambassador for our walk-in customers and digital channels, ensuring every interaction reflects our commitment to excellence, reliability, and customer satisfaction.
Key Responsibilities- Serve as the primary point of contact for walk-in customers and manage customer inquiries efficiently across designated WhatsApp platforms.
- Provide prompt, accurate, and professional responses to all customer service requests and transactional inquiries.
- Log all customer support interactions meticulously into the tracking system for seamless follow-up and resolution.
- Collaborate closely with internal cross-functional teams to expedite the resolution of complex customer issues.
- Escalate unresolved technical or service challenges to the Regional Team Lead in accordance with company protocols.
- Adhere strictly to approved communication scripts, service level agreements (SLAs), and operational compliance guidelines.
- Gather, document, and report valuable customer feedback to drive continuous product and service enhancements.
- Maintain high standards of data privacy, security, and confidentiality regarding all customer information.
- Minimum of 1 to 2 years of proven experience in a customer service or support role.
- Must possess a minimum educational qualification of a Bachelor's Degree (BSc) or Higher National Diploma (HND).
- Successful completion of the mandatory NYSC program or possession of a valid exemption certificate.
- Exceptional written and verbal communication skills, tailored for both in-person engagement and digital group management.
- Strong problem-solving abilities, high emotional intelligence, and a deeply customer-centric mindset.
- Meticulous attention to detail with excellent organizational and data-logging capabilities.
- Competitive compensation package structured to reward performance and dedication.
- Comprehensive employee benefits and robust opportunities for career advancement.
- Dedicated support for professional development, continuous learning, and skills enhancement.