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Job Title: Customer Support Officer (Offline State Support)
Department: Customer Support Operations
Reports to: Regional Team Lead
Location: Abuja
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.
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.
