Call Centre Agent - Voice at Kuda Bank

Role Overview:

We are looking for an enthusiastic Call Centre Agent - Voice to engage 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 :

• Proactive sale of the bank’s products and services via the telephone
• Meet predefined sales and cross – sell targets
• Attend to customer enquiries about the bank’s products and service offerings
• Carry out onboarding calls to assess level of service satisfaction and cross – sell opportunities
• Build relationships, earn trust and buy – in from customers in order to get referral business and retain customer loyalty.
• Follow up on sales lead to ensure fulfilment
• Continuous customer service surveys to understand the customer’s perception of the bank’s service and identify areas that need improvement
• Refer complaints received during telesales calls to the Complaints team for follow up on resolution where same cannot be resolved immediately.
• Keep log of all key issues raised by customers for proper analysis and escalation
• Periodic reporting of customer survey
• Daily sales reporting
• Build lasting relationships with clients through effective relationship management activities
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• 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 thoroughly conversant with all the banks products to be better equipped to provide support to customers enquiries and complaints
• Ensure that all customer interactions, transactions, comments, and complaints are appropriately logged.
• Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.
• 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 of trust through open and interactive communication
• Ensure the highest level of service standards are maintained.
• Any other duties as assigned.

Requirements

• 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.
• Ability to handle pressure/conflict.
• Minimum of 1-2 years’ experience in similar role
• Conversant with major Telephony and CRM applications used across the industry.
• HND/B.Sc