Outbound Research Specialist

3 weeks, 5 days ago
Full-time
Junior
Customer and Technical Support
Moniepoint

Moniepoint

Moniepoint offers a comprehensive payments, banking, and operations platform designed to support the growth of businesses and enhance financial accessibility for customers in emerging markets.

Diversified Financial Services
1K-5K
Founded 2015

Description

  • Conduct structured outbound research calls to customers using approved scripts and protocols.
  • Administer customer satisfaction and experience surveys by phone and capture quantitative and qualitative responses.
  • Accurately log call outcomes, survey responses, and observation notes for every interaction.
  • Follow all consent, data handling, and opt-out requirements on every call.
  • Identify, screen, and recruit customers for qualitative research interviews based on provided criteria.
  • Introduce interested customers to the research community and onboard them through approved consent processes.
  • Maintain participant records and support recruitment pipeline tracking with the Research Operations Coordinator.
  • Conduct short structured phone surveys and screener interviews as needed by the research team.
  • Visit customer support centres and field locations regularly to observe customer interactions and gather qualitative insights.
  • Record field findings in the research repository within 48 hours and report emerging patterns to CX researchers.

Requirements

  • 1–3 years of experience in a customer-facing environment such as outbound calling, customer service, or field sales.
  • Bachelor’s degree in any field, preferably with coursework in research methods, social sciences, business, or marketing.
  • Proficiency in English verbal communication.
  • Proficiency in at least one major Nigerian language, preferably Yoruba, Igbo, or Hausa.
  • Prior experience in customer support, research, research internships, or a support role in technology or financial services is an advantage.
  • Experience using a phone-based CRM or contact center platform is preferred.
  • Ability to work with minimal supervision on routine tasks.
  • Strong organizational skills and sharp attention to detail.
  • Accurate data capture habits and a disciplined approach to recording customer responses exactly as stated.
  • Familiarity with standard office software such as Google Workspace or Microsoft Office.
  • Basic understanding of qualitative and quantitative research principles.
  • Familiarity with survey platforms or project management tools.

Interested in this position?

Apply directly on the company website

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