About PalmPay
PalmPay is a leading pan-African fintech company operating in Nigeria, Ghana, Kenya, Uganda, and Tanzania, with plans to expand into new markets this year. We are revolutionizing the payments experience by making money transfers, bill payments, and online shopping seamless and reliable. Our mission is to ensure financial transactions are accessible to everyone. As we continue to grow, we are seeking a dynamic and experienced professional to lead our Customer Service team and drive an exceptional customer experience.
Job Overview
As the Customer Service Manager at PalmPay Limited, you will be responsible for overseeing the customer service department, ensuring high standards of customer satisfaction. This role requires strategic leadership, team management, process optimization, and a commitment to delivering outstanding service. The ideal candidate will be a customer-focused leader with a proven track record in managing customer service operations within a fast-paced environment.
Key Responsibilities
Leadership & Management
- Lead, mentor, and manage the customer service team to meet and exceed 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 a customer service strategy aligned with company objectives.
- Identify and implement best practices to enhance customer satisfaction and engagement.
- Analyze customer service metrics and trends to drive informed decision-making.
- Collaborate with cross-functional teams to optimize processes and enhance the overall customer experience.
Customer Experience Management
- Ensure prompt and effective resolution of customer inquiries, complaints, and issues.
- Implement and manage customer feedback mechanisms to drive service improvements.
- Oversee and enhance the quality of customer interactions across multiple channels (phone, email, chat, social media).
- Develop strategies to improve customer retention, loyalty, and satisfaction.
Process Improvement & Technology Integration
- 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 & Performance Analysis
- Prepare and present reports on customer service performance to senior management.
- Leverage data and analytics to drive continuous improvement and strategic initiatives.
- Set and track key performance indicators (KPIs) to measure team success.
Qualifications & Requirements
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 5 years of experience in customer service management, preferably within 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 thrive in high-pressure environments and make decisive, informed decisions.
- Strong analytical skills with the ability to interpret data and drive data-driven initiatives.
- Experience in the Banking sector is mandatory.
Personal Attributes
- Customer-focused 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.
Join us at PalmPay and be part of a team that is shaping the future of digital payments across Africa!
