Offline Customer Support Officer (Lagos)
Lagos, Nigeria · Moniepoint Operations · 1-2 years experience · Posted Oct 5, 2026
At a glance
- Experience
- 1-2 years experience
- Location
- Lagos, Nigeria · Moniepoint Operations
About Moniepoint
- 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.
- Curious about what makes Moniepoint an incredible place to work? Check out posts on how we cultivate a culture of innovation, teamwork, and growth.
- Job Title: Customer Support Officer (Offline State Support)
- Department: Customer Support Operations
- Reports to: Regional Team Lead
- Location: Lagos
About the 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.
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.
Requirements
- 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.
Benefits
- Competitive compensation
- Benefits
- Support for professional development
