Customer Service Business Partner at PalmPay Limited

PalmPay


Date: 2 weeks ago
City: Lagos, Lagos
Contract type: Full time
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  • Company:
  • Location: Nigeria
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  • Job type: Full-Time
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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 Service Business Partner

Location: Lagos

Job Summary

  • As a Customer Service Business Partner (CSBP) at PalmPay, you will act as the strategic link between our customers service operations and cross-functional teams, including product, operations, and technology.
  • Your role is to ensure that customer experience insights are translated into actionable strategies to improve satisfaction, reduce churn, and boost operational efficiency.

Key Responsibilities

Service Standard Development & Optimization:

  • Develop and optimize customer service processes and SOPs to enhance key experience metrics.
  • Analyze operational data and user feedback to identify pain points and drive improvement plans

Cross-functional Collaboration & Issue Resolution

  • Coordinate major complaints and emergencies, collaborating with product/operation teams to refine service workflows

Experience Monitoring & Reporting

  • Trackend service KPIs (e.g., response time, resolution rate) and generate actionable insights

Qualifications

  • Education: Bachelor degree or above (preferred in Business/Management)
  • Experience: 7-10 years in customer service roles; financial industry knowledge is a plus

Core Competencies

  • Communication: Strong ability to lead cross-departmental collaboration and propose solutions
  • Resilience: Adaptable to fast-paced environments and complex service scenarios

Application Closing Date

Not Specified.

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