Offline Customer Support Officer (Niger)

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.

Requirements

• 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.
• 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.

Benefits

• Competitive compensation, benefits, and career growth opportunities.
• Support for professional development.