Kuda is a start-up, digital-only bank with headquarters in London and has been functioning in Nigeria since 2017. It was formerly known as Kudi Money and is now known as Kuda Bank. In 2019, Kuda Bank became the new name for it. Babs Ogundeyi and Musty Mustaphas created the company. . .
Location: Lagos|Ibadan- Nigeria
Department: Customer care
Job Type: Full-Time
Who Are We Looking For?
We’re seeking a result-oriented front desk/ office manager. He or she will partner with HR to update and maintain office policies as necessary.
Responsibilities
- Follow communication procedures, guidelines, and policies while resolving customers’ complaints through multiple channels.
- 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.
- 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.
Qualification
- 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.
Additional Qualification
- 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.
Perks & Benefits
At Kuda, our people are the heart of our business, so we prioritize your 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
- We are advocates of work-life balance and offer a 3 day per week remote working option
Method of Application
Interested and qualified persons should click on APPLY FOR THIS JOB to complete the required KUDA application