Customer Service Trainer 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 Service Trainer

Location: Lagos
Job type: Full Time
Job level: Mid Level

Job Description

Strategize and implement excellent Customer Service Delivery in Call Center.
Drive the developing and reviewing processes relating to enhancing customer experience.
Build and continuously update the Customer Care knowledge base.
Work together with the product team to develop necessary training material to use in training CSRs.
Ensure all CSRs are vast in the company’s product knowledge and processes to enhance good customer experience.
Schedule periodic training for the entire team and certain individuals as the need arises.
Responsible for the daily performance improvement of CSRs.
Often draw up training plans in line with the pressing need of the entire CC.
Any other duties assigned by the Customer Service Manager

Job Requirements

Bachelor’s Degree or Higher National Diploma (HND).
Understanding of contact center platforms (IVR, CRM, Knowledge base management, etc.).
Understanding of financial services and smartphone apps.
Ability to prepare training materials using PPT.
3+ years of relevant leadership experience in a customer service role.
1+ year experience as a trainer in a call center with proper knowledge on how to build and maintain a good knowledge base.
Excellent oral and written communication skills.
Strong analytical skills. Use of Analytical tools (Excel etc) and functions like IFs, PIVOT Table, Trend Lines, etc. will be an added advantage.
Strong working knowledge of PC based internet and software applications (Microsoft Office Access, Outlook, Word, Excel, Power Point etc).
Able to handle, prioritize, multiple projects simultaneously.

Salary
N150,000 monthly (Basic) + N50,000 KPI

How to Apply
Interested and qualified candidates should:
Click here to apply