Customer Service Business Partner

Lagos, Nigeria

Full Time

Experienced

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 Responsibilities

Service 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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Customer Service Business Partner

Key Responsibilities

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