Customer Service Officer 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.
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Summary
- Company: Palmpay Limited
- Job Title: Customer Service Business Partner
- Job Type: Full Time
- Qualification: BA/BSc/HND
- Job Location: Lagos State
- Deadline: Not Specified
Job Title: Customer Service Business Partner
Job Summary
- As a Customer Service Business Partner (CSBP) at PalmPay, you will act as the strategic link between our customers service operations and cross-functional teams, including product, operations, and technology.
- Your role is to ensure that customer experience insights are translated into actionable strategies to improve satisfaction, reduce churn, and boost operational efficiency.
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Key Responsibilities
Service Standard Development & Optimization:
- Develop and optimize customer service processes and SOPs to enhance key experience metrics.
- Analyze operational data and user feedback to identify pain points and drive improvement plans
Cross-functional Collaboration & Issue Resolution:
- Coordinate major complaints and emergencies, collaborating with product/operation teams to refine service workflows
Experience Monitoring & Reporting:
- Trackend service KPIs (e.g., response time, resolution rate) and generate actionable insights
Qualifications
- Education: Bachelor degree or above (preferred in Business/Management)
- Experience: 7-10 years in customer service roles; financial industry knowledge is a plus
Core Competencies:
- Communication: Strong ability to lead cross-departmental collaboration and propose solutions
- Resilience: Adaptable to fast-paced environments and complex service scenarios
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Deadline
Not Specified.
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Method of Application
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