Apply: Customer Service Recruitment at Palmpay Limited

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 Opening: 3 Positions
• Job Type: Full Time
• Qualification: BA/BSc/HND
• Job Location: Lagos, Edo State
• Deadline: Not Specified

Job Opening: 3 Positions

1. Job Title: Customer Service Manager

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Job Location: Ikeja, Lagos State

Job Overview: 

The Customer Service Manager at PalmPay Limited will oversee the customer service department, ensuring high standards of customer satisfaction. This role involves strategic planning, team management, process improvement, and driving customer service initiatives. The ideal candidate will be a customer-centric leader with a proven track record in managing customer service operations in a fast-paced environment.

Key Responsibilities:

1. Leadership and Management:
   • Lead, mentor, and manage the customer service team to achieve departmental goals.
   • Develop and implement customer service policies, procedures, and standards.
   • Monitor team performance, provide regular feedback, and conduct performance evaluations.
   • Foster a customer-centric culture within the team.
2. Strategic Planning:
   • Develop and execute the customer service strategy aligned with company goals.
   • Identify and implement best practices to enhance customer satisfaction.
   • Analyze customer service metrics and trends to make informed decisions.
   • Collaborate with other departments to streamline processes and improve the overall customer experience.
3. Customer Experience:
   • Ensure timely and effective resolution of customer inquiries, complaints, and issues.
   • Implement and manage customer feedback mechanisms to gather insights and improve services.
   • Monitor and enhance the quality of customer interactions across various channels (phone, email, chat, social media).
   • Develop strategies to improve customer retention and loyalty.
4. Process Improvement:
   • Identify opportunities for process optimization and efficiency improvements.
   • Implement technology solutions to automate and enhance customer service operations.
   • Ensure compliance with regulatory requirements and company policies.
5. Reporting and Analysis:
   • Prepare and present regular reports on customer service performance to senior management.
   • Use data and analytics to drive continuous improvement and strategic initiatives.
   • Set and track key performance indicators (KPIs) for the customer service team.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field.
• A minimum of 5 years of experience in customer service management, preferably in the Banking industry.
• Proven leadership and team management skills.
• Strong strategic thinking and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficiency in customer service software and tools.
• Ability to handle high-pressure situations and make decisions quickly.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Experience in the Banking sector is a must

Personal Attributes:

• Customer-oriented mindset with a passion for delivering exceptional service.
• Innovative and proactive approach to problem-solving.
• Ability to motivate and inspire a team.
• Strong organizational and multitasking abilities.
• High level of integrity and professionalism.

Click here to get a professional, standard and ATS compliant CV from an Expert for less than 4k.

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2. Job Title: Customer Service Representative – Benin City

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Job Location: Benin City, Edo State

Job Brief

Palmpay is looking for a customer service representative to join our team in our Benin Office. This person will drive customer satisfaction by fielding inquiries, addressing pain points and maintaining extensive product knowledge.

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

Responsibilities:

• Consult on customer success – Advise customers on how to successfully leverage the product/service based on their unique needs.
• Maintain working product knowledge – Act as a product expert to ensure the information given to customers is accurate, up-to-date and strategic.
• Track interactions in CRM – Record customers interactions in internal system for cross-functional awareness and relationship development.
• Represent the brand in a professional and friendly manner
• Empathize with and prioritize customer needs, escalating issues to internal teams as appropriate
• Demonstrate ownership in documenting and resolving customer issues
• Ability to multi-task on assigned tasks

Requirements:

• Bachelor’s degree or equivalent
• 2-3 years of proven experience in supporting client success
• Excellent written and verbal communication skills
• Ability to address complaints and issues with effective solutions and a positive attitude
• Passion for delighting customers with above-and-beyond service
• Excellent time-management and prioritization skills
• Familiarity with CRM system
• Understanding of financial services and smartphone apps
• Typing speed of 45wpm or above

Salary: 90k Monthly

Click here to get a professional, standard and ATS compliant CV from an Expert for less than 4k.

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3. Job Title: Customer Relationship Officer

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Job Location: Ikeja, Lagos State

Job Brief

We are seeking a dynamic and customer-focused individual to join our team as a Customer Relationship Officer. In this role, you will be the face of our company, working directly with our clients to ensure their satisfaction, participate in activation and reactivation campaigns, provide regular updates on our services and foster retention.

Key Responsibilities:

• Develop and maintain strong relationships with current and prospective clients.
• Understand client needs and offer solutions and support to meet those needs.
• Provide prompt and accurate responses to client inquiries as well as update the customers on new policy or updates.
• Collaborate with the sales team to identify and grow opportunities within the territory (Activation, Reactivation & Retention of Customers).
• Collaborate with the cross-functional teams for the successful delivery of our solutions according to the standard level agreement (SLA).
• Record all customer interactions, detailing discussions, inquiries, and suggestions as well as actions taken.
• Resolve customer complaints quickly and effectively, ensuring client satisfaction.
• Troubleshoot and investigate POS and other technical issues in collaboration with the support team for prompt issue resolution.
• Guide customers through product features and functionalities.
• Familiarity with CRM systems in tracking & solving Customer complaints.
• Stay up-to-date with new products/services and new pricing/payment plans.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Finance, or a related field.
• 1- 3 years of proven customer support experience or experience as a client service representative.
• Strong communication and interpersonal skills with an aptitude for building relationships with professionals of all organizational levels.
• Excellent listening, negotiation, and presentation abilities.
• Strong verbal and written communication skills.
• Ability to prioritize among competing tasks.
• Critical thinking and problem-solving skills.
• Proficiency in MS Office applications.
• Knowledge of customer service practices and principles.
• Experience in the fintech industry is a plus.

Method of Application

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Customer Service Recruitment at Palmpay

Customer Service Officer at Palmpay

Customer Service Officer at Palmpay