Social Media Officer - Customer Service at PalmPay

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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: Social Media Officer - Customer Service

Location: Ikeja, Lagos 
Job Title: Full-Time

About the Role

  • As a member of our Marketing Reputation Team, you will be at the frontline of customer engagement across digital platforms, ensuring that our brand maintains a trusted, positive image.
  • You will manage high volumes of daily interactions, resolve customer inquiries, and act as the voice of the company online.
  • This role requires a balance of empathy, professionalism, and problem-solving skills to deliver an excellent customer experience while safeguarding the company’s reputation.

Key Responsibilities

  • Customer Engagement: Respond to and manage customer inquiries daily across social media platforms including Facebook, Instagram, Twitter (X), and others.
    Tone & Brand Voice: Maintain a friendly, empathetic, and professional tone in all public and private communications.
  • Reputation Management: Monitor brand mentions, address public complaints tactfully, and mitigate negative feedback to protect the company’s image.
  • Product Knowledge: Develop a deep understanding of the company’s products, services, and policies to effectively resolve inquiries.
  • Compliance: Stay up to date with industry regulations, data privacy guidelines, and company policies to ensure compliant communication.
  • Continuous Improvement: Provide insights from customer interactions to help improve services, communication, and digital engagement strategies.
  • Case Resolution: Identify and assess customer needs accurately to deliver timely solutions and ensure high satisfaction.
  • Information Delivery: Provide accurate responses such as resolved case information (e.g., tokens, codes, PINs) in line with security protocols.
  • Escalation Handling: Identify unresolved, complex, or sensitive issues and escalate them promptly to the Escalation Team.

Requirements

  • Bachelor’s degree in Communications, Marketing, or a related field (or equivalent work experience).
  • Strong interpersonal skills with a customer-first mindset.
  • Proficiency in using social media management and monitoring tools (e.g Zoho).
  • Ability to manage high volumes of interactions calmly and efficiently.
  • Strong problem-solving skills and the ability to make quick, informed decisions.
  • 1–3 years of experience in customer service, social media management, online reputation, or community management.
  • Excellent written communication skills with the ability to adapt tone and language to diverse audiences.

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

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