Issue Resolution Officer

Who We Are

Moniepoint Inc. is Africa’s all-in-one financial ecosystem, helping 10 million businesses and individuals access seamless payments, banking, credit, and business management tools since 2019.
As Nigeria’s largest merchant acquirer, it powers most of the country’s Point of Sale (POS) transactions. Through its subsidiaries, Moniepoint Inc. processes $22 billion monthly for its customers while operating profitably.

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.


• Ensure every customer support request is logged for tracking


• Lower support tickets by working with the product team to identify and eliminate recurring issues.


• Guide customers on product usage while driving customer self-sufficiency.


• Solicit client feedback on product features and capabilities

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.


• 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


• Customer Empathy


• Listening and communication skills


• Service-oriented mindset


• Ability to grasp basic technical concepts.

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.

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