Moniepoint Incorporated
ABOUT THE COMPANY
Moniepoint 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.
Moniepoint Incorporated (formerly TeamApt Inc.) was founded with the vision to create a society where everyone experiences financial happiness. We are the parent company of TeamApt Limited, a Central Bank of Nigeria (CBN) licensed Switch and Processor, and Moniepoint Microfinance Bank, a CBN-licensed Microfinance Bank.
JOB SUMMARY
About us
Ranked by the Financial Times in 2024, Moniepoint is Africa’s fastest-growing fintech, trusted by over 10 million business and individual accounts and processing billions of Naira in transactions monthly. Our mission is to enable financial happiness for every African, everywhere.
Job Title: Customer Support Officer (Offline State Support)
Department: Customer Support Operations
Reports to: Regional Team Lead
Location: Katsina State
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.
Experience & Background
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.
Must reside in Katsina State.
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.
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.
Why join us
Competitive compensation, benefits, and career growth opportunities.
Support for professional development.
REQUIRED SKILLS
Customer service, Coreference resolution (CR), Documentation and record keeping, Problem solving, Customer relations, Customer support, CRM systems, Conflict and complaint resolution, Call center operation (customer support), Answering telephones and call management
REQUIRED EDUCATION
Bachelor’s degree
Source: Fuzu Africa
Originally posted by source: 2026-11-13
To apply for this job please visit www.fuzu.com.