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: Customer Service Bot Knowledge Base Operations Specialist
Location: Lagos
Job Type: Full Time
Work Model: Onsite
Job Overview
- We are looking for a highly detail-oriented and tech savvy Knowledge Base Operations Specialist to support the efficiency of our customer Service Bot
- This role is pivotal in ensuring the chatbot delivers accurate, timely, and user-friendly responses to customers across multiple platforms
- You will manage the creation, curation, optimization, and performance monitoring of content that powers our automated customer service experience
Responsibilities
Knowledge Base Maintenance & Optimization‌:
- Maintain knowledge base, handle consultation responses and issue resolutions, and regularly update knowledge base content to align with the latest business scenarios
Data Analysis & Strategy Adjustment‌:
- Monitor user inquiry data, analyze high-frequency issues and knowledge base coverage, and develop optimization strategies to enhance self-service efficiency
- Refine dialogue logic and scenario scripts based on customer feedback to drive knowledge base feature iterations
Cross-Department Collaboration & Demand Implementation‌:
- Collaborate with product and technical teams to translate customer needs into knowledge base improvement plans and ensure timely project delivery
- Deliver operational reports to communicate knowledge base performance and improvement recommendations for team decision-making
Requirements
Core Skills‌:
- Familiarity with customer service bot product logic; 1–3 years’ experience in call center or intelligent customer service system operations preferred
- Proficiency in data analysis tools (e.g., Excel, BI) to extract insights and propose actionable improvements
Soft Skills‌:
- Strong communication skills and user empathy to efficiently address feedback and coordinate internal/external resources
- Clear logical thinking and documentation skills to independently develop operational plans and guidelines
Industry Experience‌:
- Experience in Finance services, being a plus
- Basic understanding of AI technologies (e.g., NLP, multilingual translation) for effective collaboration with product and technical teams
pplication Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online