Customer Support Officer

We are looking for a Customer Support Officer who will be responsible for providing timely, professional and effective first-line support to Echezona Digital Gateway's customers and merchants. The role ensures that customer enquiries, complaints, transaction issues, settlement enquiries, device-related issues, and service requests are properly received, logged, investigated, escalated, tracked, and resolved within agreed service levels Serve as the first point of contact for customers and merchants, responding to enquiries and complaints through approved communication channels.

Provide accurate, timely, and professional information about the company's products and services. Receive, document, categorize, prioritize, and manage customer complaints and service requests. Create, track, and manage support tickets, ensuring every complaint is assigned a unique reference number and followed through to resolution.

Provide first-level support for transaction-related issues, including failed, pending, reversed, and duplicate transactions, debit-related complaints, and merchant payment issues. Handle merchant settlement enquiries and assist with investigating delayed or missing settlements. Provide basic technical support for POS devices, connectivity, network issues, and device malfunctions.

Escalate complex or unresolved issues to the appropriate internal teams, including Finance, Settlement/Reconciliation, and Technical Support. Maintain regular communication with customers and merchants, providing timely updates on outstanding complaints and service requests. Monitor open and pending tickets to ensure timely resolution and proper documentation before closure.

Prepare daily customer support reports and maintain accurate records of complaints, resolutions, and outstanding issues. Identify recurring customer complaints, service gaps, and operational challenges, and recommend improvements to customer support processes. Contribute to the development and updating of customer support FAQs, knowledge bases, and service procedures.

Maintain a high standard of customer service, professionalism, and customer satisfaction. Manage other administrative tasks as required.

Requirements

Bachelor's Degree or HND in Business Administration, Management, Communications or a related discipline. 2-3 years of experience in Customer Support, Customer Service, Operations or a related role. Experience in Fintech, Banking, Payments, POS, Digital Financial Services or Technology required. Experience handling customer complaints and escalations.

Experience using ticketing systems, CRM platforms or support tools. Good verbal and written communication skills. Strong problem-solving, analytical, and interpersonal skills. Ability to manage multiple enquiries and prioritize tasks effectively. Good attention to detail and record-keeping skills. Ability to remain calm, professional, and customer-focused when handling complaints.

Benefits

Hybrid work structure Paid annual leave HMO