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 Representative
Location: Ikeja, Lagos (On-site)
Job type: Contract – Entry level
About the Job
- We are seeking to employ a Customer Service Representative to join our team. Your main duty will be to drive customer satisfaction by fielding inquiries, addressing pain points and maintaining extensive product knowledge.
- If you have a Customer-First mindset, aims to deliver high-quality service in every customer interaction, have excellent written and verbal communication skills, can address complaints and issues with effective solutions and a positive attitude; then this job is for you.
- Most importantly, you must have the passion for delighting customers with outstanding service.
- Manage inbound customer communications – Answer incoming calls and emails to address customer questions, requests and issues.
- Consult on customer success – Advise customers on how to successfully leverage the product/service based on their unique needs.
- Represent the brand in a professional and friendly manner
- Empathize with and prioritize customer needs, escalating issues to internal teams as appropriate
- Demonstrate ownership in documenting and resolving customer issues
- Ability to multi task on assigned tasks.
- Maintain working product knowledge – Act as a product expert to ensure information given to customers is accurate, up-to-date and strategic.
- Track interactions in CRM – Record customers interactions in internal system for cross-functional awareness and relationship development.
- Assist customers with any queries they may have via calls, email, chat and/or social media
- Bachelor’s Degree or equivalent
- 1-2 years proven experience in supporting client success
- Excellent written and verbal communication skills
- Familiarity with CRM system
- Understanding of financial services and smartphone apps
- Typing speed of 45wpm or above.
- Ability to address complaints and issues with effective solutions and a positive attitude
- Passion for delighting customers with above and beyond service
- Excellent time-management and prioritization skills
N70,000 Month (N50,000k Basic + N20,000 KPI).