Customer Support Officer (Offline State Support)

We are recruiting to fill the position below:

Job Title: Customer Support Officer (Offline State Support)

Location: Ughelli, Delta
Department: Customer Support Operations
Reports to: Regional Team Lead

About this role

• 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.
• 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 Customer Support Officer provides high-quality, timely, and professional support to walk-in customers nationwide and customers in WhatsApp Groups.

Responsibilities

• Serve as the first point of contact for walk-in customers nationwide and respond to customer inquiries on WhatsApp platforms.
• Escalate complex or unresolved issues to the Regional/State Team Lead as required.
• Log all customer support requests accurately for tracking and follow-up.
• Maintain confidentiality and data privacy of customer information at all times.
• Adhere to approved communication scripts, service guidelines, and operational procedures.
• Provide prompt, accurate, and high-quality responses to customer inquiries and service requests.
• Build and maintain strong, trust-based relationships with customers through clear and effective communication.
• Collect and document customer feedback on products and services to support continuous improvement.
• Identify customer needs and offer appropriate solutions to ensure satisfaction.
• Coordinate with relevant internal teams to ensure timely resolution of customer issues.

What success looks like in this role

• Strong operational discipline with minimal escalations due to unresolved baseline issues.
• Accurate and thorough logging of all customer interactions to prevent unresolved gaps.
• Proactive collection of customer feedback that leads to actionable internal service improvements.
• Consistently meeting or exceeding response and resolution timelines (SLAs) for logged inquiries.
• High customer satisfaction scores and positive feedback from walk-in and WhatsApp group interactions.

Experience & Background

• Must have completed NYSC or possess a valid exemption/exclusion certificate.
• 1 – 2 years of relevant customer service or support experience.
• Minimum educational qualification of BSc or HND.

Skills & Competencies:

• Excellent written and verbal communication skills (specifically for handling walk-ins and managing WhatsApp group communications).
• Customer-centric mindset with high empathy and emotional intelligence.
• Strict adherence to operational procedures, data privacy, and confidentiality guidelines.
• Meticulous attention to detail for tracking, documentation, and data logging.
• Strong problem-solving and issue-resolution abilities.
• Ability to collaborate effectively with internal cross-functional teams.

Why join us

• Competitive compensation, benefits, and career growth opportunities.
• Support for professional development.