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Customer Service Business Partner at PalmPay, Lagos, Nigeria

The Customer Service Business Partner (CSBP) serves as a strategic link between the Customer Service department and other business units. The role ensures that customer service operations, processes, and insights align with overall business goals. The CSBP drives performance improvement, process efficiency, and customer satisfaction through analysis, collaboration, and strategic planning.

Key Responsibilities:

Business Alignment & Strategy

• Partner with business units to align customer service goals with company objectives.
• Provide insights and recommendations to improve customer experience and operational efficiency.
• Participate in planning and budgeting for customer service initiatives.

Performance Management

• Monitor and analyze customer service performance metrics(e.g.,response time, resolution rate, CSAT, NPS).
• Identify trends,gaps,and improvement opportunities based on data insights.
• Develop and implement action plans to enhance service delivery.

Process & Policy Management

• Review and improve Standard Operating Procedures (SOPs) to ensure efficiency and compliance.
• Support change management processes that impact customer service operations.
• Collaborate with QA and Training teams to ensure consistency in service quality.

Stakeholder Engagement

• Act as the liaison between Customer Service and other departments(e.g.,Product, Risk,Operations,Marketing).
• Represent the voice of the customer in business discussions and product development.
• Facilitate effective communication and coordination on cross-functional projects.

Reporting & Analysis

• Prepare regular performance and business insight reports for management.
• Track and communicate key trends affecting customer experience and service KPIs.

Capability Development

• Identify skill gaps and collaborate with L&D to deliver targeted training.
• Promote a customer-centric culture and drive service excellence within the team.

Compliance & Risk Management

• Ensure adherence to company policies and regulatory standards.
• Identify and escalate potential risks affecting customer trust and satisfaction.

Qualifications & Requirements:

• Bachelor’s degree in Business Administration, Management, Communications, or related field.
• 3–5+ years’ experience in Customer Service, Business Operations, or related roles.
• Strong analytical, communication, and stakeholder management skills.
• Proficiency in Microsoft Excel,PowerPoint,or data visualization tools.
• Experience in a fintech or digital service environment is an advantage.
• Customer-focused,proactive,and results-oriented mindset.

Core Competencies:

• Strategic thinking and business acumen
• Process improvement and data-driven decision-making
• Collaboration and influence
• Customer orientation and problem-solving
• Accountability and adaptability