About the Role
Moniepoint is a leading financial technology company digitizing Africa's real economy by building a comprehensive financial ecosystem for businesses. We provide essential payment, banking, credit, and business management tools to help enterprises succeed across the continent. We are currently seeking a dynamic and empathetic Customer Support Officer to join our offline state support team in Oyo, playing a vital role in delivering world-class customer service.
Key Responsibilities- Serve as the primary point of contact for walk-in customers in Oyo and manage inquiries efficiently across designated WhatsApp group platforms.
- Provide prompt, accurate, and professional responses to all customer service requests, technical issues, and inquiries.
- Log all customer support interactions meticulously for accurate tracking, follow-up, and service improvement.
- Collaborate closely with internal cross-functional teams to ensure timely resolution of reported issues.
- Escalate complex customer challenges appropriately to the Regional or State Team Lead following established protocols.
- Adhere strictly to approved communication scripts, service level agreements (SLAs), and operational guidelines.
- Collect, document, and report valuable customer feedback regarding our products and services to drive continuous improvement.
- Build and maintain strong, trust-based relationships with customers through clear, empathetic, and effective communication.
- Maintain absolute confidentiality and data privacy regarding all customer information at all times.
- Minimum of 1 to 2 years of proven relevant customer service or support experience.
- Must possess a minimum educational qualification of a Bachelor's Degree (BSc) or Higher National Diploma (HND).
- Must have successfully completed the mandatory NYSC program or possess a valid exemption/exclusion certificate.
- Demonstrate exceptional written and verbal communication skills tailored for in-person and digital channels.
- Possess a strong problem-solving mindset, high emotional intelligence, and a genuine passion for customer satisfaction.
- Show meticulous attention to detail with strong organizational and data logging abilities.
- Competitive compensation package with attractive employee benefits.
- Ample opportunities for rapid career growth and professional advancement.
- Continuous learning and professional development support in a fast-paced fintech environment.