Apply for Customer Experience Specialist at Palmpay
About Palmpay Limited
PalmPay is a fintech company providing digital payment services catering to both consumers and merchants. It offers an intuitive digital wallet that combines account opening, money transfers, and bill payments into a single platform. Users can earn rewards as they make transactions. The digital wallet concept is akin to a centralized platform for managing various financial activities conveniently.
Summary
- Company: Palmpay Limited
- Job Title: Customer Experience Specialist
- Job Type: Full Time
- Qualification: BA/BSc/HND
- Job Location: Lagos State
- Deadline: Not Specified
Job Title: Customer Experience Specialist
Core Responsibilities
1. End-to-End Product Ownership
- Design and optimize AIdriven customer service solutions (e.g., intelligent chatbots, voice response systems) for internet banking platforms 1421.
- Define product roadmap for customer support tools, focusing on efficiency and user satisfaction metrics。
2. Cross-Functional Collaboration
- Bridge technical (R&D/AI teams) and operational (customer support centers) requirements for seamless implementation.
3. Data-Driven Optimization
- Analyze user feedback and behavior data to refine self-service features and reduce human-agent dependency.
- Monitor key performance indicators (KPIs) such as first-call resolution rate and average handling time2124.
Qualifications & Skills
Experience
- 3 years in fintech/digital product management, with focus on customer service systems.
- Proven experience in AI powered support tools (e.g., NLP chatbots, sentiment analysis).
Hard Skills
- Proficiency in prototyping (Figma/Axure) and PRD documentation for complex workflows.
- Understanding of contact center technologies (IVR, CTI) and API integrations.
Deadline
Not Specified
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