CUSTOMER SUPPORT PERSONNEL (INBOUND CALLS) JOB AT MONIEPOINT | CUSTOMER SUPPORT PERSONNEL JOBS IN LAGOS

About Company:

Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale.

Job Description:

We are seeking a proactive and empathetic Customer Support Specialist to join our frontline team. At Moniepoint, our customers rely on us for their financial livelihoods; therefore, every call is an opportunity to build trust. Your mission is to provide world-class assistance via inbound and outbound channels, ensuring that every query is resolved with accuracy and speed.

The ideal candidate has 1–3 years of experience in a fast-paced Fintech or Digital Banking call center. You are not just a "call taker"; you are a product expert, a troubleshooter, and a brand ambassador who can navigate complex banking issues while maintaining a professional and empathetic tone.

Requirements:

1. Technical Troubleshooting & Product Mastery

• First-Call Resolution: Assist customers with queries related to Moniepoint’s digital ecosystem, providing accurate and satisfactory answers to concerns.

• Navigation Guidance: Lead callers through technical troubleshooting, helping them navigate the company site, mobile app, or POS terminals.

• Product Knowledge: Maintain a deep understanding of Moniepoint’s product suite to answer questions effectively and promote relevant services.

2. Communication & Relationship Management

• Emotional Intelligence: Maintain a positive, empathetic, and professional attitude at all times, especially when de-escalating frustrated callers.

• Multichannel Response: Respond timely to inquiries both verbally (calls) and in writing, ensuring clarity and strict adherence to brand voice.

• Customer Feedback: Support the creation of customer surveys and segmentation to help the product team improve the overall user experience.

3. Operational Compliance & Collaboration

• Guidelines & Compliance: Manage all daily tasks with strict adherence to internal guidelines and banking regulations (Compliance knowledge is a strong advantage).

• Cross-Functional Synergy: Coordinate with managers and collaborate with other departments (Product, Engineering, Fraud) to resolve complex financial issues.

• Detail Orientation: Ensure meticulous documentation of every customer interaction to maintain a clean and actionable database.

Qualifications and Skills:

Professional Profile

• Education: HND or B.Sc. Degree is required.

• Experience: 1–3 years of call center experience, specifically within Banking, Fintech, or Digital Banking.

• Specialized Knowledge: Familiarity with customer support requirements in the correspondent banking space.

• Skills: Excellent verbal communication, active listening, and telemarketing abilities.

Core Competencies

• Technical Agility: Ability to learn and explain new digital banking features quickly.

• Resilience: The stamina to handle a high volume of inbound calls while maintaining quality.

• Analytical Mindset: Ability to spot trends in customer complaints and provide feedback for process improvement.

Salary

Application Closing Date: Not specified

Application Instructions:

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