Latest Jobs at Kuda Bank

Description

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

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We are looking for a Call Centre agent - Email. 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

go to method of application »

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

go to method of application »

Requirements

We are looking for an experienced Quality Assurance Specialist to develop, implement and maintain a high and consistent level of customer support quality across the CX team.

Responsibilities:

• Participate in the design of interaction monitoring formats and quality standards regularly updating where required
• Conduct timely and objective performance evaluations across all the interaction channels within the CX team
• Provide quality evaluations via remote monitoring of calls (recorded and live calls), live chats, emails, social media channels, ensuring quality delivery on every Analyst-customer interaction
• Use quality monitoring data management tools to compile and track performance at team and individual level
• Ensure compliance to standard operating procedures
• Provide meaningful and constructive feedback and recommendation
• Identify knowledge gap areas and provide regular feedback and coaching to promote increased knowledge and awareness
• Initiate process improvement programs where and when necessary
• Coordinate and facilitate call collaboration sessions for customer operations staff, coaching and alignment purposes to improve of Service Quality
• Identification of VOCs (Survey Analysis) for process and service improvement
• Prepare and analyze internal and external quality reports for management staff review
• Identify contributors/sources of customer dissatisfaction for briefing and coaching purposes
• Ensure promises made to customers are being fulfilled

Requirements:

• 3-4 years Customer Support experience with a minimum of 1 year in Quality Assurance
• BSc. (MBA, CBAP, PMP an added Advantage)
• Ability to deal with diverse problems using facts, judgment, and discretion to resolve them
• Have an instinct around anticipating and handling problems, crafting solutions, communicating them to Stakeholders
• Ability to probe effectively for understanding
• Listening attentively to internal customers' complaints and compliments
• Good Analytical skills
• Excellent verbal, written and interpersonal communication skills
• Ability to multitask and successfully operate in a fast-paced environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (intermediate Word, Excel, PowerPoint)

Benefits

Why join Kuda?

At Kuda, our people are the heart of our business, so we prioritize their 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