Customer Relationship Officer

Customer Service
Lagos State
October 21, 2025
Full Time

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Job Description

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: Lagos
Job type: Full-time

Job Purpose

  • The Customer Relationship Officer is responsible for managing customer service operations, ensuring the timely resolution of issues, and enhancing the overall user experience.
  • The role involves handling complaints from users and debit card agents, maintaining effective communication, and providing proactive support to strengthen customer trust and satisfaction.

Key Responsibilities
Complaint Logging & Management:

  • Record and track all complaints received from users or debit card agents.
  • Monitor channels such as Customer Service via DingTalk and Feedback MG on OMS.
  • Ensure all complaints are logged promptly and accurately.

Customer Communication & Resolution:

  • Reach out to users/agents to acknowledge complaints and provide regular updates.
  • Clearly communicate the steps being taken to resolve issues.
  • Ensure all complaints are addressed within agreed timelines.

User Experience Enhancement:

  • Collect and analyze recurring complaints to identify trends and pain points.
  • Provide feedback to relevant teams for system or process improvements.
  • Support initiatives to enhance customer satisfaction and prevent repeat issues.

Collaboration:

  • Work closely with internal teams to escalate complex cases and follow up until resolution.
  • Share insights and reports with management to guide decision-making.

Qualifications & Skills

  • Bachelor’s degree in Business Administration, Customer Service, Communications, or a related field.
  • Strong interpersonal and communication skills (verbal and written).
  • Problem-solving mindset with attention to detail.
  • Ability to multitask and manage high-volume interactions under pressure.
  • Proficiency with CRM tools, reporting systems, and Microsoft Excel.

Application Closing Date
Not Specified.

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

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