Job Description

Applications are invited from suitably qualified candidates for the above vacant position of CUSTOMER EXPERIENCE OFFICER for Paynow. The main purpose of the role is to drive exceptional customer experience across all touchpoints (in-person, email, phone, social media, live chat, WhatsApp), managing both inbound and outbound/proactive interactions and gathering customer feedback to cultivate customer loyalty, improve service delivery and enhance Paynow's brand image.

Duties and Responsibilities

1️⃣ Customer Experience Operations
Ensure 100% shift attendance and proper shift preparation
Maintain professional customer etiquette and rapport
Conduct proactive system checks and escalate issues in line with SOPs
Maintain thorough shift handover documentation
Contribute to knowledge management and update the knowledge base
Proactively gather customer feedback and identify improvement opportunities
2️⃣ Inbound Customer Support
Meet and exceed CX Service Level Agreements (SLAs)
Achieve high First Call Resolution rates
Log and classify all interactions accurately in the ticketing system
Escalate complex issues in line with SOPs and escalation matrix
Investigate root causes and recommend sustainable solutions
Identify and execute upsell and cross-sell opportunities
3️⃣ Outbound Sales & Engagement
Execute outbound campaigns according to scripts and targets
Drive sales conversions, product awareness and revenue support
4️⃣ Innovation & Personal Development
Submit innovation proposals that improve CX operations
Participate in all assigned training and competency evaluations
Conduct ongoing research to enhance role effectiveness

Qualifications and Experience

Diploma or Degree in Business, Marketing, Communications, IT, or related field
At least 2 years’ experience in customer service, call centre, fintech, banking, or technology environment
Strong communication skills (verbal and written)
Excellent problem-solving and analytical skills
Ability to work shifts and in a fast-paced environment

How to Apply

Interested candidates should submit their CVs by following link: https://forms.gle/DSh4XJittf2Cc9h3A
Closing Date: 28 February 2026
Only shortlisted candidates will be contacted.

Click to Apply