About Kuda Bank:
Kuda Bank is a full digital bank that aims at being the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world. Kuda bank services is free charges and great at helping customers budget, spend smartly and save more. With offices in London (our HQ), Lagos and Cape Town, and further offices opening across Africa in 2021, Kuda is fast becoming recognized as the leading ‘Neobank’ for Africans. See more Kuda Bank Job vacancies Here >>
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Kuda Bank Recruitment is to fill the position below:
Job Title: Call Centre Agent – Live Chat
Location: Lagos
Contract Type: Fixed Term Contract
Department: Customer Excellence
Role overview
- We are looking for a Call Centre agent – Live Chat on a 12 month rolling contract. You will be responsible for engaging current and potential customers through all interaction channels to provide support, ensure customer satisfaction and retention towards the fulfillment of the strategic goal of the business at large.
Responsibilities
- Act as the first point of contact to customers working across multiple interaction channels.
- Resolve customer issues within the scope of existing service levels
- Maintaining a positive, empathetic, and professional attitude toward customers always.
- Follow communication procedures, guidelines, and policies while resolving customers’ complaints through multiple channels.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Be very conversant with all the banks products to be better equipped to provide support to customers’ enquiries and complaints
- Ensure that all customer interactions, feedbacks, and complaints are appropriately logged for tracking.
- Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.
- Respond promptly and effectively to escalated disputes and communicate findings to customers.
- Providing feedback on the efficiency of the customer service process.
- Ensure customer satisfaction and provide professional customer support.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships through open and interactive communication
- Ensure the highest level of service standards are maintained.
- Any other duties as assigned
Requirements
- HND / B.Sc
- 1-2 years’ experience in similar role
- Knowledge of customer service practices and principles
- An understanding of banking procedures and policies and Computer literacy
- High degree of intelligence, communication and analytical skills
- Knowledge of the Financial Advisory and Intermediary Services Act.
- Good verbal communication skills – sincere and articulate.
- Passionate about service.
- Ability to multi-task, set priorities and manage time effectively
- Result oriented.
- Ability to listen and probe effectively to determine customers’ real needs.
- Ability to provide accurate information.
- Conversant with major Telephony and CRM applications used across the industry.
Benefits
Why join Kuda?
At Kuda, our people are the heart of our business, so we prioritize your welfare. We offer a wide range of competitive benefits in areas including but not limited to:
- Pension
- Competitive annual leave plus bank holidays
- Group life insurance
- Health insurance
- L&D training
- We are advocates of work-life balance and offer a 3 day per week remote working option
Application Closing Date
Not Specified.
How To Apply:
Interested and qualified candidates should:
Click here to apply online
