Customer Support Officer
Job Description
Echezona Digital Gateway Limited is a proposed Payment Gateway company with headquarters in Lagos, Nigeria. We will facilitate local and international digital commerce for businesses based in Nigeria through state-of-the-art payment infrastructure. 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.
Salary: ₦300,000 monthly
Key Responsibilities
- 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.
Key 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.
