Customer Support Officer

 Responsibilities:

• Respond promptly and professionally to customer enquiries via phone, WhatsApp, email, social media, and other support channels.
• Assist customers with account registration, onboarding, transactions, investments, payments, and other service-related enquiries.
• Provide clear information about the company's products, services, processes, and policies.
• Resolve customer complaints and issues efficiently, escalating complex matters to the appropriate department when necessary.
• Follow up on unresolved customer issues to ensure timely resolution and customer satisfaction.
• Assist customers experiencing technical or platform-related challenges.
• Maintain accurate records of customer interactions, complaints, requests, and resolutions.
• Work closely with the Operations, Investment, Technology, Sales, and other relevant teams to resolve customer concerns.
• Identify recurring customer complaints and provide feedback that can help improve products and service delivery.
• Maintain a high level of professionalism, empathy, confidentiality, and customer care at all times.
• Support customer retention by building positive and trustworthy relationships with customers.

Requirements:

• Bachelor's degree/HND in Business Administration, Mass Communication, Marketing, Social Sciences, or a related field.
• Minimum of 1–3 years of experience in Customer Service, Customer Support, Client Relations, or a similar role.
• Experience in a fintech, financial services, e-commerce, investment, logistics, or technology-driven company will be an advantage.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Good knowledge of WhatsApp, email, CRM/customer-support platforms, and other digital communication tools.
• Ability to multitask and manage multiple customer enquiries efficiently.
• Strong attention to detail and ability to maintain accurate records.
• Patient, empathetic, proactive, and customer-focused.
• Ability to work effectively in a fast-paced and growing business environment.