Recruitment, apply for Kuda Bank recruitment 2023 below.
Gatekeepers News reports that Kuda bank is a full-service, app-based digital bank. The bank’s 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 bank is recruiting to fill the positions below:
Service Recovery Officer
Job Specifications:
Full Time
Required Qualifications: BA/BSC/HND
Location: Lagos | Nigeria
Job Description:
- Act as the first point of contact to Walk-in customers.
- Hears and resolves complaints from customers and other interested parties.
- 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 the experience center.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Be very conversant with all the bank’s products to be better equipped to provide support to customers’ inquiries and complaints
- Ensure that all customer interactions, feedback, 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.
- Effectively listen to, understand, and clarify the concerns and issues raised by customers.
- Able to evaluate and select among alternative courses of action quickly and accurately.
- Able to use calming interpersonal skills to solve conflict as necessary.
- Maintain a clean and professional work environment at all times.
- Responsible for providing prompt yet personal service at all times.
Key Performance Indicators (KPI)
- Achieve a 95% first contact resolution
- Meet defined turnaround time for each category of complaint.
- Ensure high Telemarketing Conversion rate
- Consistent Call Quality
- Process Adherence
- Meet 100% sales target
- Achieve a 95% quality assurance score
Qualifications and Requirements:
- HND/B.Sc
- Minimum of 0-2 years’ experience in a similar role
- Conversant with major Telephony and CRM applications used across the industry.
- Ability to deal with diverse problems using facts, judgment, and discretion to resolve them.
- Have an instinct for anticipating and handling problems, crafting solutions, and communicating them to clients
- Ability to probe effectively for understanding.
- Listening attentively to customers on every complaint.
- Offer customers a solution or an alternative that best meets their needs.
- Ability to use calming interpersonal skills to solve conflict as necessary.
- Uses oral communication to listen and get clarification and responds to all requests in the best tone.
- Great Interpersonal communication skills.
- Knowledge of customer service practices and principles
- An understanding of banking procedures and policies and Computer literacy
- A high degree of intelligence, communication, and analytical skills
- Knowledge of the Financial Advisory and Intermediary Services Act
Interested applicants should click here to apply online
Deadline: Not Specified
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