We are building an ecosystem to provide millions of customers with the best choice and value in digital and financial services. We are creating new and unique experiences for our customers and can offer scale to our partners to reach new audiences.
Customer Relationship Officer
- Job Type: Full Time
- Qualification: BA/BSc/HND
- Experience
- Location: Lagos
- Job Field: Customer Care
Job Purpose:
The Customer Relationship Officer is responsible for managing customer service operations, ensuring timely resolution of issues, and enhancing user experience. This role involves handling complaints from users and debit card agents, maintaining effective communication, and providing proactive support to strengthen trust and satisfaction.
Key Responsibilities:
- Complaint Logging & Management:
- Record and track all complaints received from users or debit card agents.
- Monitor channels such as Customer Service via DingTalk and Feedback MG on OMS.
- Ensure all complaints are logged promptly and accurately.
- Customer Communication & Resolution:
- Reach out to users/agents to acknowledge complaints and provide regular updates.
- Clearly communicate the steps being taken to resolve issues.
- Ensure all complaints are addressed within agreed timelines.
- User Experience Enhancement:
- Collect and analyze recurring complaints to identify trends and pain points.
- Provide feedback to relevant teams for system or process improvements.
- Support initiatives to enhance customer satisfaction and prevent repeat issues.
- Collaboration:
- Work closely with internal teams to escalate complex cases and follow up until resolution.
- Share insights and reports with management to guide decision-making.
Qualifications & Skills:
- Bachelor’s degree in Business Administration, Customer Service, Communications, or a related field.
- Strong interpersonal and communication skills (verbal and written).
- Problem-solving mindset with attention to detail.
- Ability to multitask and manage high-volume interactions under pressure.
- Proficiency with CRM tools, reporting systems, and Microsoft Excel
Method of Application
Interested and qualified? Go to PalmPay on palmpaylimited.applytojob.com to apply
