Home » CONTACT CENTER AGENTS-VACANCY AT KUDA

CONTACT CENTER AGENTS-VACANCY AT KUDA

CONTACT CENTER AGENTS

by Emmanuel Urua
0 comments

Job Description

Staying informed on social media trends, innovations, and changes.

Responsibilities

  • 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.
  • 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.
  • 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.
  • 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.

Location: Remote.

Apply: CONTACT CENTER AGENTS

You may also like

Leave a Comment

About Us

NaijaPr blog is a social media blog, a product of Randomz Digital Marketing Ltd, a company established in 2013.  Read More

Userful Links

Latest Articles