Job Openings at Kuda Bank

Role Overview

• We are looking for a Call Centre Agent - Social Media, who will engage current and potential customers through all Social Media interaction channels to provide support, ensure customer satisfaction and retention towards the fulfilment of the strategic goal of the business at large.

Key Responsibilities

• Act as the first point of contact to customers working via the company’s social media platforms.
• Staying informed on social media trends, innovations, and changes.
• Resolve customer issues within the scope of existing service level agreements.
• 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.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions and resolve them.
• Keeping records of customer interactions, transactions, comments, and complaints.
• 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
• Provide feedback on the efficiency of the customer impacting processes for improvement purposes.
• 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.

Experience

• Minimum of 1-2 years’ experience in similar role.
• Excellent knowledge of social media best practices.
• Ability to effectively use a variety of social media platforms, such as Twitter, Facebook, Instagram, LinkedIn, and Google+.
• Working knowledge of social media tools, such as HootSuite, Buffer, and Google Analytics
• Conversant with major Telephony and CRM applications used across the industry.

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The Role

• We are looking for a Senior Product Manager to launch and drive our product expansion efforts across the African continent.
• As the Senior Product Manager for expansion, you will be responsible for establishing Kuda in new markets and developing products that add value to millions of users in these new markets.
• You will collaborate with highly talented Business Leads, Product Designers, Engineers, Data Analysts, and other Product Managers.

Responsibilities

• Drive Kuda's product innovation in African markets, with a focus on understanding the problem space and experimenting with the best solutions for users
• Be the voice of the customer and ensure that Kuda's products solve users' pain points
• Collaborate with Business Leads, Product Designers, Engineers, Data Analysts, and other Product Managers to align on and iterate on product direction using qualitative and quantitative data
• Establish Kuda in target African markets, develop relevant business competency, expertise and relationships with market influences, and identify obvious and non- obvious opportunities
• Develop and drive discovery in complex and open-ended problem spaces and translate learnings into creative solutions and iterative product roadmap
• Prioritize and drive the successful execution of complex, cross-functional initiatives with no supervision
• Have excellent data analysis skills and technical aptitude to understand the complexities of African payments systems and collaborate effectively with Kuda's engineering-led organization
• Consistently deliver high quality, useful, and well-designed products
• Lead by example and set new standards for communication, collaboration, and product delivery practices

Requirements

• University degree in a relevant field.
• At least 7 years of experience in product development, with years of experience specifically in product management.
• Experience launching new products at a start-up within digital commerce or financial services.
• Strong communication, collaboration and analytical skills.
• Demonstrated ability to independently and effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment.
• Strong ability to formulate and present analyses and business cases to both technical and non-technical stakeholders.
• Strong knowledge of and interest in technology and financial services; prior experience working in fintech or digital payments a plus.
• Proven track record of driving product innovation and launching products in African markets.
• Understanding of the local market and tech ecosystem, and fluency in the local language.

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Role overview

• We are looking for a Call Centre agent - Live Chat.
• 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

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