Customer Relationship Officer

Customer Relationship Officer at PalmPay Limited

PalmPay is an Africa-focused fintech firm established in 2019, providing a mobile payments platform along with various financial services.

Job Description

We are looking for a dynamic and customer-oriented individual to join our team as a Customer Relationship Officer at PalmPay Limited. In this role, you will represent our company, working directly with clients to ensure their satisfaction, participate in activation and reactivation campaigns, provide regular service updates, and enhance customer retention.

Key Responsibilities

• Build and maintain strong relationships with both current and potential clients.
• Understand client needs and provide solutions and support to address them.
• Respond promptly and accurately to client inquiries, keeping them informed about new policies and updates.
• Record all customer interactions, including discussions, inquiries, suggestions, and actions taken.
• Resolve customer complaints swiftly and effectively to ensure satisfaction.
• Collaborate with the support team to troubleshoot and address POS and other technical issues.
• Guide customers in using product features and functionalities.
• Utilize CRM systems to track and resolve customer complaints.
• Work with the sales team to identify and cultivate opportunities for customer activation, reactivation, and retention.
• Collaborate with cross-functional teams to ensure the successful delivery of solutions in line with service level agreements (SLAs).
• Stay informed about new products, services, pricing, and payment plans.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Finance, or a related field.
• 1-3 years of proven experience in customer support or as a client service representative.
• Ability to prioritize tasks effectively.
• Strong critical thinking and problem-solving skills.
• Proficiency in MS Office applications.
• Knowledge of customer service principles and practices.
• Experience in the fintech industry is an advantage.
• Excellent communication and interpersonal skills, with the ability to build relationships at all organizational levels.
• Strong listening, negotiation, and presentation skills.
• Outstanding verbal and written communication abilities.

See Also: Customer Service Analyst