Applications are invited from suitable and qualified candidates for the Position of Customer Relationship Manager at Palmpay Limited.
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 Relationship Manager (CRO)
- Job Type: Full Time
- Qualification: BA/BSc/HND
- Job Location: Lagos State
- Deadline: Not Specified
Job Title: Customer Relationship Manager (CRO)
Job Purpose:
- The Customer Relationship Officer is responsible for managing customer service operations, ensuring timely resolution of issues, and enhancing user experience.
- This role involves handling complaints from users and debit card agents, maintaining effective communication, and providing proactive support to strengthen trust and satisfaction.
Key Responsibilities:
- Complaint Logging & Management:
- Record and track all complaints received from users or debit card agents.
- Monitor channels such as Customer Service via DingTalk and Feedback MG on OMS.
- Ensure all complaints are logged promptly and accurately.
- Customer Communication & Resolution:
- Reach out to users/agents to acknowledge complaints and provide regular updates.
- Clearly communicate the steps being taken to resolve issues.
- Ensure all complaints are addressed within agreed timelines.
- User Experience Enhancement:
- Collect and analyze recurring complaints to identify trends and pain points.
- Provide feedback to relevant teams for system or process improvements.
- Support initiatives to enhance customer satisfaction and prevent repeat issues.
- Collaboration:
- Work closely with internal teams to escalate complex cases and follow up until resolution.
- Share insights and reports with management to guide decision-making.
See Also:
Qualifications & Skills for the Position of Customer Relationship Manager at Palmpay Limited
- Bachelor’s degree in Business Administration, Customer Service, Communications, or a related field.
- Strong interpersonal and communication skills (verbal and written).
- Problem-solving mindset with attention to detail.
- Ability to multitask and manage high-volume interactions under pressure.
- Proficiency with CRM tools, reporting systems, and Microsoft Excel.
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