About the Role
PalmPay is rapidly building an innovative ecosystem to provide millions of customers with the best choice, value, and unique experiences in digital and financial services across Nigeria. We are seeking a dynamic and customer-focused Customer Service Representative to join our growing support team and help us maintain high standards of client satisfaction. In this role, you will act as the primary voice of our brand, assisting users with various financial transactions, account inquiries, and technical troubleshooting.
Key Responsibilities- Respond promptly to inbound customer inquiries through call platforms, providing accurate information about products, services, policies, and procedures.
- Assist customers seamlessly with orders, payments, wallet funding, and account-related issues.
- Identify customer pain points, troubleshoot technical service challenges, and escalate complex cases to specialized teams when necessary.
- Navigate multiple internal systems, including CRM and knowledge bases, efficiently while maintaining active conversations.
- Accurately record customer interactions, update user records, and maintain detailed case notes.
- Maintain a professional, polite, and friendly tone while adhering to company communication guidelines and achieving performance KPIs such as CSAT and handling time.
- Minimum of OND, HND, or Bachelor's degree from a recognized institution.
- Proven experience in a customer service or call center role, preferably within the fintech or banking sector.
- Exceptional verbal and written communication skills in English, with active listening abilities.
- Strong computer literacy and the ability to multitask across various software applications.
- Exceptional problem-solving skills and a high level of patience and empathy.
- Competitive basic salary of NGN 70,000 with performance-based KPI bonuses ranging from NGN 20,000 to NGN 100,000.
- Opportunities for professional growth and career advancement within a leading fintech ecosystem.
- Dynamic, inclusive, and collaborative work environment.