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 Position: Customer Service Business Partner
Job Location: Ikeja, Lagos Job Schedule: Full Time
Role Summary
We are seeking an experienced and motivated Customer Service BP to join our team at PalmPay.
As the Customer Service BP, you will play a crucial role in providing effective leadership and guidance to our customer service team while ensuring exceptional service delivery to both internal and external stakeholders.
Responsibilities
Monitor the progress of current orders to ensure they meet customer-expected delivery dates.
Provide quotes, handle customer inquiries, and follow up on them promptly.
Conduct outbound calls to customers to assess their satisfaction levels.
Motivate, guide, and mentor team members to surpass performance goals and foster a positive work environment.
Provide input to management on hiring and termination decisions when necessary.
Oversee work quality to ensure it meets company standards.
Collaborate with the management team to establish and assess departmental projects and overall objectives.
Effectively communicate team goals, project updates, and staff performance to the management team.
Ensure strict adherence to deadlines by setting clear expectations with team members and providing motivation to meet them.
Cultivate an environment focused on delivering exceptional customer service consistently.
Supervise team members in their duties and evaluate their performance.
Continuously monitor and report on the team’s performance.
Maintain a strong working knowledge of company products and services, offering informed assistance to customers.
Keep records of service goals, employee development, and departmental records and statistics.
Requirements
Bachelor’s Degrees in Business Administration, Management, or a related field
Demonstrated experience in managing and motivating a customer service team.
Ability to quickly build relationships and foster a collaborative team environment.
Industry background is helpful but not essential.
Previous experience in managing people/leading and motivating a customer service team
Previous experience of working in a corporate environment, ideally financial industry
Passionate about customer excellence
Excellent command of the English language, both written and verbal.
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