About the Role
Kuda Bank is on a mission to make banking accessible, affordable, and rewarding for Africans globally. We are seeking a dynamic and empathetic Contact Center Agent to join our growing support team in Nigeria. In this role, you will act as the primary touchpoint for our customers, ensuring that every interaction reflects our commitment to superior service, financial inclusion, and innovative digital banking solutions.
Key Responsibilities- Act as the first point of contact for customers, resolving inquiries and complaints promptly across multiple channels including social media, telephony, and chat.
- Ensure all escalated disputes are reviewed and resolved within agreed Service Level Agreements (SLAs) and in compliance with CBN guidelines.
- Maintain comprehensive records of customer interactions, transactions, comments, and complaints using industry-standard CRM tools.
- Develop deep expertise in Kuda Bank products, policies, and digital banking procedures to provide accurate guidance and tailored solutions.
- Monitor and engage with social media trends, providing proactive support and protecting the brand reputation across platforms like Twitter, Facebook, and Instagram.
- Identify customer pain points and provide constructive feedback to internal teams for continuous process improvement.
- Bachelor's degree (B.Sc.) or Higher National Diploma (HND) in a related discipline; an MBA is an added advantage.
- 1 to 2 years of proven experience in a customer service or contact center role, preferably within the fintech or banking sector.
- Working knowledge of CRM software, telephony applications, and social media management tools like HootSuite and Buffer.
- Exceptional problem-solving, active listening, and conflict-resolution skills.
- Strong understanding of banking procedures, regulatory frameworks, and customer service best practices.
- High emotional intelligence with the ability to maintain a positive and professional attitude under pressure.
- Competitive salary with performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional growth and career advancement in a fast-paced fintech environment.
- A collaborative, inclusive, and vibrant workplace culture.