Customer Service Business Partner at PalmPay Limited

Job Title: Customer Service Business Partner

Job Summary

• As a Customer Service Business Partner (CSBP) at PalmPay, you will act as the strategic link between our customers 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:

• Trackend 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

Application Instructions:

The application deadline is Not Specified. Therefore, qualified and interested candidates can “CLICK HERE TO SUBMIT APPLICATION” It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.

Official Website: https://www.palmpay.com