Issue Resolution Officer at Moniepoint Incorporated

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.

Moniepoint Incorporated (formerly TeamApt Inc.) was founded with the vision to create a society where everyone experiences financial happiness. We are the parent company of TeamApt Limited, a Central Bank of Nigeria (CBN) licensed Switch and Processor, and Moniepoint Microfinance Bank, a CBN-licensed Microfinance Bank.

We are recruiting to fill the position below:

Job Title: Issue Resolution Officer

Location: Lagos
Employment type: Full-time

Job Purpose

• The Issue Resolution Officer is responsible for developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
• The issue resolution officer is the first port of call for customers and should be the internal advocate for the customer working with the various teams to ensure quick resolution of customer issues and provide suggestions on how the customers experience can be further optimized based on analysis of the issue log or customer requests.

Responsibilities

• Have a good understanding of the organisation’s products
• Provide quick and high-quality customer service through prompt and valuable responses to customer queries.
• Guide customers on product usage while driving customer self-sufficiency.
• Solicit client feedback on product features and capabilities
• Ensure every customer support request is logged for tracking
• Lower support tickets by working with the product team to identify and eliminate recurring issues.

Qualifications

• Bachelor’s Degree in any related field
• 1 - 2 years customer-facing experience at a financial institution or a high-growth software development company.
• Customer Empathy
• Listening and communication skills
• Service-oriented mindset
• Ability to grasp basic technical concepts.
• Have a good understanding of card disputes ( Banking experience or other related fields)
• Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
• Ability to think analytically to solve customer problems

What we can offer you

• Culture - We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
• Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.

How to Apply
Interested and qualified candidates should:
Click here to apply

Note: Moniepoint is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates