Customer Service Business Partner Job at PalmPay

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 Position: Customer Service Business Partner

Job Location: Ikeja, Lagos
Job Schedule: Full Time

Role Summary

• We are seeking an experienced and motivated Customer Service BP to join our team at PalmPay.
• As the Customer Service BP, you will play a crucial role in providing effective leadership and guidance to our customer service team while ensuring exceptional service delivery to both internal and external stakeholders.

Responsibilities

• Monitor the progress of current orders to ensure they meet customer-expected delivery dates.
• Provide quotes, handle customer inquiries, and follow up on them promptly.
• Conduct outbound calls to customers to assess their satisfaction levels.
• Motivate, guide, and mentor team members to surpass performance goals and foster a positive work environment.
• Provide input to management on hiring and termination decisions when necessary.
• Oversee work quality to ensure it meets company standards.
• Collaborate with the management team to establish and assess departmental projects and overall objectives.
• Effectively communicate team goals, project updates, and staff performance to the management team.
• Ensure strict adherence to deadlines by setting clear expectations with team members and providing motivation to meet them.
• Cultivate an environment focused on delivering exceptional customer service consistently.
• Supervise team members in their duties and evaluate their performance.
• Continuously monitor and report on the team's performance.
• Maintain a strong working knowledge of company products and services, offering informed assistance to customers.
• Keep records of service goals, employee development, and departmental records and statistics.

Requirements

• Bachelor's Degrees in Business Administration, Management, or a related field
• Demonstrated experience in managing and motivating a customer service team.
• Ability to quickly build relationships and foster a collaborative team environment.
• Industry background is helpful but not essential.
• Previous experience in managing people/leading and motivating a customer service team 
• Previous experience of working in a corporate environment, ideally financial industry
• Passionate about customer excellence
• Excellent command of the English language, both written and verbal.