Head of Customer Service at 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
Employment 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.