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.
To Apply
Interested and qualified candidates should:
Click here to apply online
Application Deadline: Not Specified.