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.

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.

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

Deadline

Not Specified.

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Method of Application

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