Contact Center Agent (Hausa or Igbo) Job at Kuda Bank

Kuda is a full service, app-based digital bank. Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world. Kuda is free of ridiculous banking charges and great at helping customers budget, spend smartly and save more. We raised the largest seed round ever seen in Africa, and completed a Series A funding round in February 2021, led by some of the world's smartest venture capital investors. With offices in London (our HQ), Lagos and Cape Town, and further offices opening across Africa during 2021, Kuda is fast becoming recognised as the leading 'Neobank' for Africans.

We are recruiting to fill the position below:

Job Position: Contact Center Agent (Hausa or Igbo)
Job Location: Lagos
Employment Type: Fixed Term Contract

Job Overview

• Engage current and potential customers to provide support, ensure customer satisfaction and retention towards the fulfillment of the strategic goal of the business at large.

Responsibilities

• Staying informed on social media trends, innovations, and changes.
• Act as the first point of contact to customers.
• Resolve customer issues within the scope of existing service level agreements.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• 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
• 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.
• 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.

Requirements

• HND / B.Sc (MBA added advantage)
• 1-2 years of 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.
• Ability to deal with diverse problems using facts, judgement and discretion to resolve them.
• Have an instinct around anticipating and handling problems, crafting solutions, communicate them to clients
• Ability to probe effectively for understanding.
• Listening attentively to customers on every complaint.
• Offer customer a solution or an alternative that best meets their needs.  
• 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.