PALMPAY RECRUITMENT FOR ENTRY-LEVEL CUSTOMER SERVICE REPRESENTATIVE | RECRUITMENT FOR ENTRY-LEVEL CUSTOMER SERVICE REP

About Company:

PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers a number of financial services.

Job Description:

We are seeking a sharp, empathetic, and tech-savvy Customer Success Associate to be the digital voice of our brand. In the fast-paced world of fintech, our customers expect more than just answers—they expect speed, accuracy, and security.

This is a high-impact role where you will manage real-time inquiries via live chat, resolving issues ranging from transaction failures to account security. You will act as a product expert and a problem-solver, ensuring that every interaction strengthens customer trust. If you are a multitasker who can maintain professional poise while handling multiple conversations, we want you on our team.

Requirements:

1. Real-Time Inquiry & Issue Resolution

• Multichannel Support: Respond promptly to customer inquiries via live chat, maintaining a professional and courteous tone at all times.

• Technical Troubleshooting: Resolve complex issues related to digital payments, account verification, and app usage in line with company SOPs.

• Efficient Multitasking: Manage multiple chat sessions simultaneously without compromising on accuracy or response quality.

2. Case Governance & Technical Escalation

• Strategic Escalation: Identify and document sensitive cases (Fraud, Tech Bugs, or Payment Failures) and escalate them to the Risk, Payments, or Engineering teams.

• CRM Integrity: Maintain meticulous logs of every case, update, and resolution in our CRM system to ensure a "single source of truth" for customer data.

• Compliance & Security: Adhere strictly to data protection (NDPR/GDPR) and regulatory requirements to safeguard customer financial information.

3. Performance & Quality Excellence

• Metric Mastery: Consistently meet and exceed key performance indicators, including CSAT (Customer Satisfaction), SLA (Service Level Agreements), and Quality Assurance (QA) standards.

• Product Education: Proactively educate users on new features and self-service options to reduce future friction and empower the customer.

• Continuous Improvement: Collaborate with Team Leads to identify recurring issues and suggest process improvements to enhance the overall user experience.

Qualifications and Skills:

Professional Profile

• Education: Minimum of OND, HND, or Bachelor’s degree.

• Experience: Proven experience in customer service or contact centers. Fintech experience is a significant advantage.

• Technical IQ: Basic knowledge of digital banking, mobile payments, and familiarity with CRM/Chat tools.

• Availability: Must be willing to work shifts, weekends, or holidays to support our 24/7 operations.

Core Competencies

• Communication Mastery: Strong written communication with impeccable grammar and the ability to explain complex concepts simply.

• Typing & Speed: High typing speed and accuracy to handle high chat volumes.

• Problem-Solving: Strong analytical skills to diagnose issues quickly and provide effective solutions.

Salary

Application Closing Date: Not specified

Application Instructions:

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