About the Role
Moniepoint is a leading financial technology company digitising Africa's real economy by building a robust financial ecosystem for businesses, offering payment, banking, credit, and business management solutions. We are looking for a dedicated Customer Support Officer to join our team in Bayelsa, providing exceptional offline state support to walk-in customers and managing communications within WhatsApp groups. This role is central to maintaining Moniepoint's reputation for reliable, customer-first service across Nigeria.
As the first point of contact for customers, you will be responsible for resolving inquiries, addressing technical issues, and ensuring every customer interaction aligns with our service values. You will work closely with internal teams to escalate and resolve complex cases, while also gathering valuable customer feedback to drive continuous service improvement.
Key Responsibilities- Serve as the first point of contact for walk-in customers nationwide and respond promptly to inquiries on WhatsApp platforms.
- Provide accurate, high-quality responses to customer inquiries and service requests.
- Log all customer support requests accurately for tracking, follow-up, and reporting purposes.
- Coordinate with relevant internal teams to ensure timely resolution of customer issues.
- Escalate complex or unresolved issues to the Regional/State Team Lead as required.
- Adhere strictly to approved communication scripts, service guidelines, and operational procedures.
- Collect and document customer feedback on products and services to support continuous improvement initiatives.
- Identify customer needs and proactively offer appropriate solutions to ensure satisfaction.
- Build and maintain strong, trust-based relationships with customers through clear and effective communication.
- Maintain strict confidentiality and data privacy of customer information at all times.
- Minimum of 1–2 years of relevant customer service or support experience.
- BSc or HND as the minimum educational qualification.
- Must have completed NYSC or possess a valid exemption/exclusion certificate.
- Excellent written and verbal communication skills, particularly for handling walk-ins and managing WhatsApp group communications.
- Strong problem-solving and issue-resolution abilities.
- Customer-centric mindset with high empathy and emotional intelligence.
- Ability to collaborate effectively with internal cross-functional teams.
- Meticulous attention to detail for tracking, documentation, and data logging.
- Strict adherence to operational procedures, data privacy, and confidentiality guidelines.
- Opportunity to work with a fast-growing, industry-leading fintech company.
- Structured career growth and professional development opportunities.
- Collaborative and supportive team environment.
- Exposure to real-world problem-solving in the financial technology space.
- Competitive compensation package.