About the Role
Moniepoint Inc. is a leading financial technology company digitizing Africa's real economy by building a robust financial ecosystem for businesses. We are currently looking for a dedicated Offline Customer Support Officer to join our vibrant Customer Support Operations department in Lagos. In this role, you will serve as the primary brand ambassador, providing prompt, professional, and empathetic assistance to walk-in customers and members of our dedicated WhatsApp support groups. If you are passionate about delivering stellar customer experiences and solving technical challenges in a fast-paced fintech environment, we want to hear from you.
Key Responsibilities- Act as the primary point of contact for walk-in customers and efficiently manage customer inquiries across WhatsApp platforms.
- Deliver accurate, high-quality resolutions for customer complaints, service requests, and technical issues.
- Accurately log all support tickets, inquiries, and customer interactions for comprehensive tracking and follow-up.
- Collaborate seamlessly with internal cross-functional teams to fast-track issue resolution.
- Escalate complex or unresolved customer concerns to the Regional or State Team Lead according to protocol.
- Adhere strictly to approved communication scripts, service level agreements, and operational guidelines.
- Gather and document actionable customer feedback to drive continuous product and service enhancements.
- Maintain strict confidentiality and data privacy standards for all customer information.
- Minimum of 1 to 2 years of proven experience in customer service, support, or client-facing roles.
- Possession of a Bachelor's degree (BSc) or Higher National Diploma (HND) from a recognized institution.
- Must have completed the mandatory National Youth Service Corps (NYSC) program or possess a valid exemption certificate.
- Exceptional verbal and written communication skills tailored for both face-to-face and digital interactions.
- Strong problem-solving acumen with a deeply customer-centric mindset and high emotional intelligence.
- Meticulous attention to detail for precise data logging and operational reporting.
- Competitive salary package commensurate with industry standards.
- Opportunities for professional growth and career advancement within a rapidly expanding fintech leader.
- Dynamic, inclusive, and collaborative work culture that values innovation and excellence.
- Comprehensive health and wellness benefits.