Client Support Personnel

Position Overview

• The Client Support Personnel will serve as the first point of contact for customers, managing inquiries, resolving issues, and ensuring a seamless user experience across all service channels.
• This role is critical to maintaining customer trust, operational efficiency, and service excellence in a fast-paced FinTech environment.

Key Responsibilities
Customer Support & Engagement:

• Serve as the primary contact for customer inquiries via email, chat, and phone.
• Deliver prompt, professional, and empathetic responses to customer concerns.
• Manage high volumes of customer interactions while maintaining service quality.

Issue Resolution & Escalation:

• Investigate and resolve customer issues including failed transactions, delays, account access issues, and general platform concerns.
• Escalate complex or sensitive issues to relevant teams.
• Follow through on escalated cases to ensure timely resolution and customer satisfaction.

Transaction & Payment Support:

• Support customers with transaction tracking, reversals, and payment-related inquiries.
• Identify and flag suspicious or unusual transaction patterns where necessary.
• Liaise with internal teams to resolve transaction discrepancies efficiently.

Client Onboarding & KYC Support:

• Assist customers with onboarding and account setup processes.
• Support KYC documentation submission and verification processes.
• Ensure all onboarding data is complete, accurate, and compliant with internal standards.

Documentation & Systems Management:

• Maintain accurate records of all customer interactions using CRM/ticketing systems.
• Update internal knowledge base, FAQs, and support documentation.
• Generate basic reports on customer issues, trends, and service performance.

Service Quality & Continuous Improvement:

• Ensure compliance with defined Service Level Agreements (SLAs).
• Monitor recurring issues and provide feedback for process and product improvement.
• Contribute to initiatives aimed at improving customer experience and operational efficiency.

Qualifications & Requirements

• Bachelor’s Degree in Business Administration, Mass Communication, Finance, or related field.
• Applicants must be resident in Nigeria.
• 2–4 years’ experience in customer support, client service, or operations.
• Experience in FinTech, Banking, Payments, or Digital Financial Services is highly preferred.
• Experience using CRM tools is an advantage.

Skills & Competencies:

• Strong written and verbal communication skills.
• Excellent problem-solving and analytical ability.
• High attention to detail and accuracy.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong customer-centric mindset and emotional intelligence.
• Basic understanding of digital payments and financial systems.

Application Closing Date
8th June, 2026.

How to Apply
Interested and qualified candidates should send their CV and a brief cover letter to:  View email address on hotnigerianjobs.com using the job title as the subject of the mail.

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