Recruitment for Customer Support Officer (Offline State Support) at Moniepoint Incorporated | Bayelsa | Apply Now
Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale.
We are recruiting to fill the position below:
Job Title: Customer Support Officer (Offline State Support)
Location: Bayelsa
Department: Customer Support Operations
Reports to: Regional Team Lead
About this role
- The Customer Support Officer provides high-quality, timely, and professional support to walk-in customers nationwide and customers in WhatsApp Groups.
- The role focuses on resolving customer enquiries, technical issues, and service-related concerns while delivering a consistent customer experience aligned with the Bank’s standards and values.
- The officer serves as the first point of contact, collaborating with internal teams to ensure prompt issue resolution and offering insights to improve customer experience based on logged issues and customer feedback.
Responsibilities
- Serve as the first point of contact for walk-in customers nationwide and respond to customer inquiries on WhatsApp platforms.
- Provide prompt, accurate, and high-quality responses to customer inquiries and service requests.
- Log all customer support requests accurately for tracking and follow-up.
- 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 to approved communication scripts, service guidelines, and operational procedures.
- Collect and document customer feedback on products and services to support continuous improvement.
- Identify customer needs and offer appropriate solutions to ensure satisfaction.
- Build and maintain strong, trust-based relationships with customers through clear and effective communication.
- Maintain confidentiality and data privacy of customer information at all times.
What success looks like in this role
- High customer satisfaction scores and positive feedback from walk-in and WhatsApp group interactions.
- Consistently meeting or exceeding response and resolution timelines (SLAs) for logged inquiries.
- Accurate and thorough logging of all customer interactions to prevent unresolved gaps.
- Strong operational discipline with minimal escalations due to unresolved baseline issues.
- Proactive collection of customer feedback that leads to actionable internal service improvements.
Experience & Background
- 1 – 2 years of relevant customer service or support experience.
- Minimum educational qualification of BSc or HND.
- Must have completed NYSC or possess a valid exemption/exclusion certificate.
Skills & Competencies:
- Excellent written and verbal communication skills (specifically 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.
Why join us
- Competitive compensation, benefits, and career growth opportunities.
- Support for professional development.
Application Closing Date
Not Specified.
Method of Application
Interested and qualified candidates should:
Click here to apply online
Recruitment for Customer Support Officer (Offline State Support) at Moniepoint Incorporated | Bayelsa | Apply Now
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Important Notes
- The above statements are intended to describe the general nature and level of work to be performed by those assigned to this function.
- It should not be construed as an exhaustive list of all responsibilities, tasks and skills required of persons so classified.
- All employees may be required to undertake other responsibilities in addition to those specified from time to time, as required.
- We do not charge any application, processing, training, interview, testing or any other fees in connection with the application or recruitment process. If you receive a fee request, please ignore it.
- Also, please note that logos, slogans, names and titles are easily copied and reproduced. Therefore, particular care should be taken when submitting personal information on the web.
- We are an equal opportunity employer that values inclusiveness and diversity. We do not discriminate on the basis of color, race, nationality, religion, age, ethnic origin, disability, gender, marital status or orientation gender in our employment practices
- Our employees are all equally talented in unique ways: we come from diverse traditions, personal experiences and perspectives. And we want to include your ideas, are you ready to inspire us with your ideas?
- We encourage all applicants to apply and do not discriminate in any recruitment process.
- Applications submitted after the deadline will not be considered.
- Due to the necessity of the position, we are entitled to appoint a candidate who matches the required profile before the above deadline
- Only qualified candidates will be invited for an interview
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