Customer Relationship Manager at Palmpay Limited

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Palmpay Limited

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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