Description
Summary
Kuda is a money app for Africans on a mission to make financial services accessible, affordable and rewarding for every African on the planet.
We’re a tribe of passionate and diverse people who dreamed of building an inclusive money app that Africans would love so it’s only right that we ended up with the name ‘Kuda’ which means ‘love’ in Shona, a language spoken in the southern part of Africa.
We’re giving Africans around the world a better alternative to traditional finance by delivering money transfers, smart budgeting and instant access to credit through digital devices.
We’ve raised over $90 million from some of the world's most respected institutional investors, and we’re rolling out our game-changing services globally from our offices in Nigeria, South Africa, and the UK.

Role Overview
We are looking for an enthusiastic Call Centre Agent Voice - on a 12 month rolling contract to engage current and potential customers through all interaction channels to provide support, ensure customer satisfaction and retention towards the fulfillment of the strategic goal of the business at large.

Responsibilities
Proactive sale of the bank’s products and services via the telephone
Meet predefined sales and cross – sell targets
Attend to customer enquiries about the bank’s products and service offerings
Carry out onboarding calls to assess level of service satisfaction and cross – sell opportunities
Build relationships, earn trust and buy – in from customers in order to get referral business and retain customer loyalty.
Follow up on sales lead to ensure fulfilment
Continuous customer service surveys to understand the customer’s perception of the bank’s service and identify areas that need improvement
Refer complaints received during telesales calls to the Complaints team for follow up on resolution where same cannot be resolved immediately.
Keep log of all key issues raised by customers for proper analysis and escalation
Periodic reporting of customer survey
Daily sales reporting
Build lasting relationships with clients through effective relationship management activities
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.
Be thoroughly conversant with all the banks products to be better equipped to provide support to customers enquiries and complaints
Ensure that all customer interactions, transactions, comments, and complaints are appropriately logged.
Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.
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 of trust through open and interactive communication
Ensure the highest level of service standards are maintained.
Any other duties as assigned.
Requirements
Good verbal communication skills – sincere and articulate.
Passionate about service.
Ability to multi-task, set priorities and manage time effectively
Result oriented.
Ability to listen and probe effectively to determine customers’ real needs.
Ability to provide accurate information.
Ability to handle pressure/conflict.
Minimum of 1-2 years’ experience in similar role
Conversant with major Telephony and CRM applications used across the industry.
HND/B.Sc
Benefits
Why join Kuda?
At Kuda, our people are the heart of our business, so we prioritize their 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