Senior Customer Support Specialist (Fixed Term Contract) at Kuda Bank

Role Overview

• Engage current and potential customers through all interaction channels to provide support, ensure customer satisfaction and retention towards the fulfilment 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.

Key Performance Indicators (KPI)

• 80% of all Chats responded to within 20seconds
• Emails responded within 2 hours
• Achieve a 95% quality assurance score
• Achieve a 95% first contact resolution
• Meet defined turnaround time for each category of complai

Requirements

• HND / B.Sc
• 1-2 years experience in similar role
• Conversant with major Telephony and CRM applications used across the industry.
• 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 and Result oriented.
• Ability to multi-task, set priorities and manage time effectively
• Ability to listen and probe effectively to determine customers’ real needs.
• Ability to provide accurate information.
• Ability to handle pressure/conflict.

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