Job title: Customer Service Business Partner
Company: PalmPay
Job description: As a Customer Service Business Partner (CSBP) at PalmPay, you will act as the strategic link between ourcustomers service operations and cross-functional teams, including product, operations, and technology. Your role is to ensure that customer experience insights are translated into actionable strategies to improve satisfaction, reduce churn, and boost operational efficiency.Key ResponsibilitiesService Standard Development & Optimization
- Develop and optimize customer service processes and SOPs to enhance key experience metrics.
- Analyze operational data and user feedback to identify pain points and drive improvement plans
Cross-functional Collaboration & Issue Resolution
- Coordinate major complaints and emergencies, collaborating with product/operation teams to refine service workflows
Experience Monitoring & Reporting
- Track end-to end service KPIs (e.g., response time, resolution rate) and generate actionable insights
Qualifications
- Education: Bachelor degree or above (preferred in Business/Management)
- Experience: 7-10 years in customer service roles; financial industry knowledge is a plus
Core Competencies
- Communication: Strong ability to lead cross-departmental collaboration and propose solutions
- Resilience: Adaptable to fast-paced environments and complex service scenarios
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Expected salary:
Location: Nigeria
Job date: Thu, 24 Apr 2025 06:35:19 GMT
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