Call Centre Agent, Front-Office at Kuda Bank

Description

• We are looking for a Call Centre Agent - Front-Office, who will engage current and potential customers through physical channels to provide support, ensure customer satisfaction and retention towards the fulfillment of the strategic goal of the business at large while proactively providing our customers with personal service and attention that exceeds their expectations.

Responsibilities

• Act as the first point of contact to Walk-in customers.
• Hears and resolves complaints from customers and other interested parties.
• 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 the experience center.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Be very conversant with all the bank’s products to be better equipped to provide support to customers’ inquiries and complaints
• Ensure that all customer interactions, feedback, 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.
• Effectively listen to, understand, and clarify the concerns and issues raised by customers.
• Able to evaluate and select among alternative courses of action quickly and accurately.
• Able to use calming interpersonal skills to solve conflict as necessary.
• Maintain a clean and professional work environment at all times.
• Responsible for providing prompt yet personal service at all times.
• Any other duties as assigned.

Requirements

• A High Degree of Intelligence,Communication, and Analytical Skills
• Knowledge of customer service practices and principles
• An understanding of banking procedures and policies and Computer literacy
• 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.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance.