Customer Support Officer role providing high-quality, timely, and professional support to walk-in customers nationwide and customers in WhatsApp Groups. The position focuses on resolving customer enquiries, technical issues, and service-related concerns while delivering a consistent experience aligned with the bank's standards and values.

• Job Location: Lagos
• Employment Type: Full-time
• Salary: Not stated

Moniepoint is a fintech company serving over 10 million business and individual accounts and processing billions of Naira in transactions monthly. Ranked by the Financial Times in 2024 as Africa's fastest-growing fintech, the company's mission is to enable financial happiness for every African. The culture emphasizes innovation, teamwork, and growth, with support for professional development.

Customer Interaction

• Serve as the first point of contact for walk-in customers nationwide
• Respond to customer inquiries on WhatsApp platforms
• Provide prompt, accurate, and high-quality responses to inquiries and service requests
• Identify customer needs and offer appropriate solutions to ensure satisfaction
• Build and maintain strong, trust-based relationships with customers

Operations & Escalation

• 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

Feedback & Compliance

• Collect and document customer feedback on products and services
• Maintain confidentiality and data privacy of customer information at all times

• Minimum of 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
• 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

How to Apply
Interested candidates should Apply here.

Why This Job Might Be a Good Fit
This suits someone who wants front-line fintech experience with a company operating at national scale, since you'd handle both physical walk-ins and WhatsApp-based support. The emphasis on logged feedback feeding into service improvements means strong performers get visibility into how support decisions shape the product.

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