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.