Customer Service Representative (Team Lead) at PalmPay Limited

PalmPay is a pan-African Fintech company currently operating in Nigeria, Ghana, Kenya, Uganda, and Tanzania and expanding to other markets this year. We are reinventing the payments experience by making it easy and reliable for everyone to transfer money, pay bills and shop online.

We are recruiting to fill the position below:

Job Title: Customer Service Representative (Team Lead)

Location: Ikeja, Lagos
Employment Type: Full-time

Job Summary

• The Customer Service Representative Team Leader will oversee the daily operations of the POS Aggregator Department's customer service team.
• He/she will be responsible for ensuring that team members are providing excellent customer service to aggregators and their agents and resolving any issues in a timely and professional manner.
• The ideal candidate should have strong leadership skills, a customer-focused mindset, and experience working in a fast-paced environment.

Key Responsibilities

• Manage and supervise a team of customer service representatives, including training, coaching, and performance management.
• Develop and implement customer service policies and procedures that align with the company's objectives and ensure a high level of customer satisfaction.
• Respond to customer inquiries, resolve complaints, and provide product and service information to customers in a courteous and professional manner.
• Maintain accurate records of customer interactions, transactions, and complaints.
• Collaborate with other departments, such as Sales and Operations, to ensure smooth customer interactions and seamless order processing.
• Conduct regular team meetings to review performance metrics, provide feedback, and address any concerns or issues.
• Continuously identify areas for improvement in customer service processes and implement solutions to improve efficiency and quality of service.
• Ensure that team members are adhering to company policies and procedures and maintain compliance with relevant regulations.

Requirements

• Minimum of 2 years of experience in customer service with any FinTech company (preferably MoniePoint), with at least 1 years of experience in a leadership role.
• Prior knowledge of the payments industry, specifically POS aggregators, is a plus.
• Ability to work flexible hours, including weekends and holidays, as needed.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate with customers and team members.
• Strong problem-solving skills and the ability to make quick, informed decisions in a fast-paced environment.
• Proficient in Microsoft Office Suite and experience with customer service software or CRM systems.

How to Apply
Interested and qualified candidates should forward their CV to: [email protected] using the Job Title as the subject of the email.

Application Deadline 22nd May, 2023.