Service Recovery Officer at Kuda Bank Full Time

Job Title: Service Recovery Officer

Location: Lagos, Nigeria
Department: Customer Excellence
Job type: Full-time

Role Overview

• Engage current and potential customers through physical channels to provide support and ensure customer satisfaction and retention towards the fulfilment of the strategic goal of the business at large while proactively providing our customers with personal service and attention that exceeds their expectations.

Responsibilities

• 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.
• Any other duties as assigned.

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

Requirements

• HND / B.Sc
• 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.

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.

Application Closing Date
Not Specified.