Kuda Senior Customer Support Specialist (Fixed Term Contract) Jobs in Nigeria

Kuda Senior Customer Support Specialist (Fixed Term Contract) Jobs in Nigeria



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

    How to Apply

    For more information and job application details, see; Kuda Senior Customer Support Specialist (Fixed Term Contract) Jobs in Nigeria

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