Company Info
Large organization
101 to 150 Employees
PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers a number of financial services.
PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers a number of financial services.
Job Title: Customer Service Business Partner
Location: Lagos
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
Application Closing Date
Not Specified.
How to Apply: Interested and qualified candidates should Click here to apply online
