• Full Time
  • Lagos

PalmPay Limited

PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers a number of financial services.

We are recruiting to fill the position below:

Job Title: Head of Customer Service

Location: Ikeja, Lagos
Job type: Full Time

Job Overview

  • The Head of Customer Service at PalmPay Limited will oversee the customer service department, ensuring high standards of customer satisfaction.
  • This role involves strategic planning, team management, process improvement, and driving customer service initiatives.
  • The ideal candidate will be a customer-centric leader with a proven track record in managing customer service operations in a fast-paced environment.

Key Responsibilities
Leadership and Management:

  • Lead, mentor, and manage the customer service team to achieve departmental goals.
  • Develop and implement customer service policies, procedures, and standards.
  • Monitor team performance, provide regular feedback, and conduct performance evaluations.
  • Foster a customer-centric culture within the team.

Strategic Planning:

  • Develop and execute the customer service strategy aligned with company goals.
  • Identify and implement best practices to enhance customer satisfaction.
  • Analyze customer service metrics and trends to make informed decisions.
  • Collaborate with other departments to streamline processes and improve the overall customer experience.

Customer Experience:

  • Ensure timely and effective resolution of customer inquiries, complaints, and issues.
  • Implement and manage customer feedback mechanisms to gather insights and improve services.
  • Monitor and enhance the quality of customer interactions across various channels (phone, email, chat, social media).
  • Develop strategies to improve customer retention and loyalty.

Process Improvement:

  • Identify opportunities for process optimization and efficiency improvements.
  • Implement technology solutions to automate and enhance customer service operations.
  • Ensure compliance with regulatory requirements and company policies.

Reporting and Analysis:

  • Prepare and present regular reports on customer service performance to senior management.
  • Use data and analytics to drive continuous improvement and strategic initiatives.
  • Set and track key performance indicators (KPIs) for the customer service team.

Qualifications

  • Bachelor’s degree in Business Administration, Management, or a related field.
  • A minimum of 5 years of experience in customer service management, preferably in the Banking industry.
  • Proven leadership and team management skills.
  • Strong strategic thinking and problem-solving abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in customer service software and tools.
  • Ability to handle high-pressure situations and make decisions quickly.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Experience in the Banking sector is a must

Personal Attributes:

  • Customer-oriented mindset with a passion for delivering exceptional service.
  • Innovative and proactive approach to problem-solving.
  • Ability to motivate and inspire a team.
  • Strong organizational and multitasking abilities.
  • High level of integrity and professionalism.

Application Closing Date
Not Specified.

To apply for this job please visit palmpaylimited.applytojob.com.

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