Customer Relationship Officer at PalmPay Limited

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 Relationship Officer

Location: Ikeja, Lagos
Employment Type: Full Time

Job Description

We are seeking a dynamic and customer-focused individual to join our team as a Customer Relationship Officer.
In this role, you will be the face of our company, working directly with our clients to ensure their satisfaction, participate in activation and reactivation campaigns, provide regular updates on our services and foster retention.

Key Responsibilities

Develop and maintain strong relationships with current and prospective clients.
Understand client needs and offer solutions and support to meet those needs.
Provide prompt and accurate responses to client inquiries as well as update the customers on new policy or updates.
Record all customer interactions, detailing discussions, inquiries, and suggestions as well as actions taken.
Resolve customer complaints quickly and effectively, ensuring client satisfaction.
Troubleshoot and investigate POS and other technical issues in collaboration with the support team for prompt issue resolution.
Guide customers through product features and functionalities.
Familiarity with CRM systems in tracking & solving Customer complaints.
Collaborate with the sales team to identify and grow opportunities within the territory (Activation, Reactivation & Retention of Customers).
Collaborate with the cross-functional teams for the successful delivery of our solutions according to the standard level agreement (SLA).
Stay up-to-date with new products/services and new pricing/payment plans.

Qualifications

Bachelor's degree in Business Administration, Marketing, Finance, or a related field.
1- 3 years of proven customer support experience or experience as a client service representative.
Ability to prioritize among competing tasks.
Critical thinking and problem-solving skills.
Proficiency in MS Office applications.
Knowledge of customer service practices and principles.
Experience in the fintech industry is a plus.
Strong communication and interpersonal skills with an aptitude for building relationships with professionals of all organizational levels.
Excellent listening, negotiation, and presentation abilities.
Strong verbal and written communication skills.