PalmPay Social Media Officer – Customer Service (Lagos, 2025)

PalmPay, a fast-growing Africa-focused fintech firm launched in 2019, is hiring a Social Media Officer – Customer Service to join its Marketing Reputation Team in Ikeja, Lagos. This role offers a chance to be at the forefront of customer engagement across digital platforms, ensuring PalmPay’s trusted and positive brand image remains strong.

About the Role

As a Social Media Officer, you will handle high volumes of daily customer interactions on platforms such as Facebook, Instagram, and Twitter (X). Your mission is to provide excellent service, resolve concerns quickly, and protect the brand’s reputation with empathy and professionalism.

Key Responsibilities

• Engage with customers daily across multiple social media platforms.
• Maintain a friendly, empathetic, and professional brand voice.
• Resolve customer needs efficiently, providing secure case information where needed.
• Escalate unresolved or complex issues to the appropriate team.
• Monitor brand mentions and manage reputation by addressing public complaints tactfully.
• Build strong product knowledge to deliver accurate support.
• Comply with industry regulations and company policies.
• Share insights from interactions to improve company services and engagement strategies.

Requirements

• Bachelor’s degree in Communications, Marketing, or related field (or equivalent experience).
• 1–3 years’ experience in customer service, social media management, or reputation management.
• Excellent writing and communication skills.
• Strong interpersonal skills with a customer-first mindset.
• Proficiency with social media monitoring tools (e.g., Zoho).
• Ability to stay calm under high interaction volumes.
• Problem-solving and quick decision-making ability.

Location: Ikeja, Lagos Employment Type: Full-Time Application Closing Date: Not Specified

Click here to apply online

Sample Templates

Sample CV

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Sample Motivation Letter

Sample Reference Email

Interview Preparation Guide

Possible Questions & Suggested Answers

• Q: How do you handle negative comments on social media?
  A: Acknowledge the issue respectfully, provide a clear response, and take sensitive matters to private channels while protecting brand reputation.
• Q: Can you describe a time you resolved a difficult customer case online?
  A: Share a specific example where you used empathy, quick thinking, and clear communication to resolve the issue successfully.
• Q: How do you maintain brand voice across platforms?
  A: I follow brand guidelines, adjust tone per platform, and remain consistent in language and empathy.
• Q: Which social media monitoring tools have you used?
  A: Zoho, Hootsuite, and native platform dashboards to track mentions and engagement.
• Q: How do you prioritize multiple incoming queries?
  A: By using urgency-based triage—security issues and escalations first, followed by general inquiries.

Do’s & Don’ts

• Do: Stay professional and empathetic.
• Do: Escalate sensitive cases promptly.
• Do: Keep responses concise and clear.
• Don’t: Ignore negative feedback.
• Don’t: Use casual slang in professional responses.
• Don’t: Delay urgent customer issues.

Preparation Checklist

• Review PalmPay’s products and services in detail.
• Prepare success stories that highlight empathy and problem-solving.
• Dress professionally for interviews (business casual for virtual, formal for in-person).
• Practice typing concise, brand-appropriate responses.
• Stay updated on fintech trends in Nigeria.

Extra Pro Tips

• Practice mock chats to improve response speed.
• Research PalmPay’s competitors to anticipate customer concerns.
• Be prepared to demonstrate knowledge of Zoho or similar tools.

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