Overview
PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers several financial services.
Job Position: Customer Relationship Officer
Location: Lagos
Job Purpose
- The Customer Relationship Officer is responsible for managing customer service operations, ensuring the timely resolution of issues, and enhancing the overall user experience.
- The role involves handling complaints from users and debit card agents, maintaining effective communication, and providing proactive support to strengthen customer trust and satisfaction.
Job 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 analyse 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.
Qualifications & Skills
- 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.
How to Apply
Interested and qualified candidates should:
Click here to apply online
