Customer Relationship Officer 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: Customer Relationship Officer

Location: Lagos
Job type: Full-time

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.

Key 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 analyze 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.

Application Closing Date
Not Specified.