--- title: 'Offline Customer Support Officer (Bayelsa) at Moniepoint' canonical: 'https://feeny.ai/job/offline-customer-support-officer-bayelsa-moniepoint-bayelsa-kxk0wgmktpqs' type: 'job' last_seen: '2026-09-12' --- # Offline Customer Support Officer (Bayelsa) at Moniepoint - **Company:** Moniepoint - **Location:** Bayelsa, Nigeria - **Posted:** 2023-04-05 - **Last confirmed live:** 2026-09-12 - **Apply:** https://job-boards.eu.greenhouse.io/moniepoint/jobs/4148334101 ## Job description ## 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. Curious about what makes Moniepoint an incredible place to work? [Check out posts on how we cultivate a culture of innovation, teamwork, and growth.](https://moniepoint.com/blog) Job Title: Customer Support Officer (Offline State Support) Department: Customer Support Operations Reports to: Regional Team Lead Location: Bayelsa ## 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. ## About Moniepoint ## Company Overview - **One-liner**: Moniepoint provides an all-in-one payments, banking, credit, and business management platform for businesses and their customers in emerging markets, primarily Nigeria and Africa. - **Entity Type**: Private (backed by major global venture capital funds) - **Headquarters**: London, UK (with offices in Lagos, Nairobi, and the US) - **Founded**: 2015 - **Founders**: Not publicly listed on the main site; the company is the parent of TeamApt Ltd and Moniepoint MFB ## Core Business - **Primary industry/industries**: Fintech, Financial Services, Payments, Banking, Credit - **Target customers**: B2B (primarily Micro, Small, and Medium Enterprises (MSMEs) and their employees and customers), B2C (individuals) - **Mission or purpose statement**: "Financial happiness for every African, everywhere" ## Products & Services - **Payments**: Digital payment acceptance infrastructure and distribution networks that democratise payment acceptance, including POS terminals. Moniepoint is Nigeria’s largest offline merchant acquirer, powering most of the country's POS transactions. - **Credit**: Loans to business owners based on transaction history (not collateral) to help finance inventory and expand businesses. - **Banking**: Business and personal banking solutions enabling instant transactions, bill payments, and financial management. - **Business Management**: Operational tools like expense cards, accounting, and book-keeping solutions for businesses. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (private company) - **Key Metric**: Total Funding - The company has raised significant capital from top-tier investors. It processes over $17 billion in Total Payment Volume (TPV) monthly and supports over 10 million customers (business and individual accounts) and 4 million active merchants. - **Notable Investors/Partners**: QED, British International Investment (BII), FMO, LeapFrog Investments, and other leading global venture capital funds. - **Growth Signals**: Named "Africa's fastest growing financial institution" (2023-2025). Processes $12-17 billion monthly through digital payment channels. Serves 60 million unique cards on its POS terminals each quarter. Has a network of 40,000 field agents. ## Competitive Advantages - **Integrated "Operating System"**: Moniepoint has built a fully integrated, end-to-end platform tailored specifically to Nigeria’s informal and cash-reliant economy. This is a massive moat. - **Hybrid Model**: A unique combination of advanced technology, a nationwide agent network (40,000 field agents), and widespread POS terminal deployment that enables financial access even in rural areas. - **Data-Driven Credit**: Offers loans based on transaction history rather than collateral, unlocking credit for the underserved. Roughly a third of its MSME customers are receiving loans for the first time. - **Market Dominance**: As Nigeria's largest merchant acquirer, it has a deep, defensible network effect. ## Strategic Focus - **Deepening Financial Inclusion**: Continuing to expand access to payments, credit, and banking for underbanked populations and MSMEs across Africa. - **Scaling the Platform**: Growing the number of merchants, agents, and individual customers on its all-in-one platform. - **Product Expansion**: Adding more business management and operational tools to become the "operating system" for African businesses. ## Why Work Here - **Culture**: Described as a "dream team" culture with values of **Technical Depth, Empathy, Integrity, Grit, No Ego, and Candour**. The company emphasizes a flat organizational structure where "every voice matters" and "everyone is an extension of our team." - **Work Model**: Moniepoint Inc. is a fully remote tech company with a diverse workforce worldwide. (Note: Some roles may be location-specific, e.g., Lagos or Nairobi). - **Perks & Benefits**: Competitive salary, health insurance, pension, paid leave days, mental health & crisis support, team building activities, and "Dope Merch!" The work is described as a "portfolio of projects that matter." - **Interview Process**: A multi-stage process including a Preliminary Phone Screen, a Technical Assessment/Case Study, a Panel Interview, and an Executive/Final Interview. ## Sources 1. [Moniepoint.com](https://www.moniepoint.com/) 2. [Moniepoint Careers Page](https://job-boards.eu.greenhouse.io/moniepoint) 3. [Moniepoint Culture Page](https://www.moniepoint.com/culture) 4. 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