About the role

Contact Center Agent providing customer support for Kuda, a money app for Africans. Engaging with customers, resolving issues and ensuring satisfaction for users of the app.

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.
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.

HND/B.Sc(MBA added advantage)
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.
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.