Job Openings at PalmPay

As a Key Account Associate specialized in PalmPay's suite of products – Point of Sale (POS), Pay With Transfer (PWT), merchant loans, collaboration, and online payment services – your core responsibility revolves around identifying, engaging, and fostering relationships with (key) merchants. Your role is pivotal in showcasing and selling these PalmPay offerings to businesses, aligning their needs with the features and benefits of our diverse range of services.

Key Responsibilities:

• Prospecting: Identify and target key merchants and market segments for POS, PWT, merchant loan, collaboration, and online payment solutions, leveraging various channels like online directories, industry gatherings, and referrals.
• Merchant Engagement/Visitation: Initiate connections with potential clients, establishing strong rapport, and scheduling meetings or demonstrations to illustrate the advantages of adopting PalmPay's multifaceted suite of services.
• Needs Analysis: Conduct comprehensive assessments of clients' business operations, payment procedures, and pain points to discern specific needs and challenges, offering tailored solutions accordingly.
• Tailored Presentations: Showcase PalmPay's suite of services in a compelling manner, highlighting features, functionalities, and potential returns on investment, specifically tailored to each merchant's (Key, High and Small merchant) requirements.
• Relationship Cultivation: Forge enduring relationships with key decision-makers within client organizations, showcasing expertise, reliability, and responsiveness.
• Negotiation and Closure: Negotiate pricing, terms, and agreements to secure successful deals, ensuring satisfaction and compliance with company policies.
• Collaboration: Work closely with internal teams, such as product development and customer support, to address client queries, offer technical insights, and ensure seamless implementation of the chosen services.

 Required Skills and Experience:

• Proven B2B Sales Background: Demonstrated success in B2B sales, particularly within the payments or tech industry.
• POS Expertise: Strong familiarity with point-of-sale systems.
• Exceptional Communication: Outstanding communication and interpersonal skills to engage effectively with merchants and establish enduring connections.
• Solution-Oriented: Ability to grasp complex business processes and tailor solutions to meet unique client needs.
• Negotiation Skills: Proficiency in negotiation techniques and a track record of successful deal closures.
• Self-Motivated Team Player: Self-driven, target-oriented, capable of both independent work and effective collaboration within a team setting

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job Overview: 

The Head of Customer Service at PalmPay Limited will oversee the customer service department, ensuring high standards of customer satisfaction. This role involves strategic planning, team management, process improvement, and driving customer service initiatives. The ideal candidate will be a customer-centric leader with a proven track record in managing customer service operations in a fast-paced environment.

Key Responsibilities:

1. Leadership and Management:
   • Lead, mentor, and manage the customer service team to achieve departmental goals.
   • Develop and implement customer service policies, procedures, and standards.
   • Monitor team performance, provide regular feedback, and conduct performance evaluations.
   • Foster a customer-centric culture within the team.
2. Strategic Planning:
   • Develop and execute the customer service strategy aligned with company goals.
   • Identify and implement best practices to enhance customer satisfaction.
   • Analyze customer service metrics and trends to make informed decisions.
   • Collaborate with other departments to streamline processes and improve the overall customer experience.
3. Customer Experience:
   • Ensure timely and effective resolution of customer inquiries, complaints, and issues.
   • Implement and manage customer feedback mechanisms to gather insights and improve services.
   • Monitor and enhance the quality of customer interactions across various channels (phone, email, chat, social media).
   • Develop strategies to improve customer retention and loyalty.
4. Process Improvement:
   • Identify opportunities for process optimization and efficiency improvements.
   • Implement technology solutions to automate and enhance customer service operations.
   • Ensure compliance with regulatory requirements and company policies.
5. Reporting and Analysis:
   • Prepare and present regular reports on customer service performance to senior management.
   • Use data and analytics to drive continuous improvement and strategic initiatives.
   • Set and track key performance indicators (KPIs) for the customer service team.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field.
• A minimum of 5 years of experience in customer service management, preferably in the Banking industry.
• Proven leadership and team management skills.
• Strong strategic thinking and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficiency in customer service software and tools.
• Ability to handle high-pressure situations and make decisions quickly.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Experience in the Banking sector is a must

Personal Attributes:

• Customer-oriented mindset with a passion for delivering exceptional service.
• Innovative and proactive approach to problem-solving.
• Ability to motivate and inspire a team.
• Strong organizational and multitasking abilities.
• High level of integrity and professionalism.