Contact Center Agent – Fixed Term Contract

Kuda

Contact Center Agent supporting customers of Kuda’s digital banking and money app. Resolving complaints, disputes, and service requests through multiple channels in Lagos.

Posted 8/12/2026contractLagos • 🇳🇬 NigeriaJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer engagement and satisfaction, with a strong understanding of social media best practices and customer service principles. Proficient in resolving customer issues and maintaining high service standards while adhering to banking procedures and policies.

Highest-signal resume keywords

Customer EngagementSocial Media Best PracticesCRM ApplicationsProblem ResolutionCustomer Service Principles

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service PracticesProblem SolvingCommunication SkillsAnalytical SkillsComputer Literacy

Soft Skills

Attentive ListeningOpen CommunicationJudgmentDiscretion

Tools & Technologies

HootSuiteBufferGoogle AnalyticsTelephony Applications

Certifications & Qualifications

HNDB.ScMBA

Industry Keywords

Financial AdvisoryIntermediary Services ActBanking ProceduresService Level Agreements

About the role

Key responsibilities & impact

Engage current and potential customers to provide support, ensure customer satisfaction and retention
Stay informed on social media trends, innovations, and changes
Act as the first point of contact to customers
Resolve customer issues within existing service level agreements
Follow communication procedures, guidelines, and policies across multiple channels
Handle complaints, provide solutions and alternatives within time limits, and follow up on resolution
Maintain records of customer interactions, transactions, comments, and complaints
Review and resolve escalated disputes within agreed SLAs according to CBN guidelines
Respond to escalated disputes and communicate findings to customers
Provide feedback on customer-impacting processes for improvement
Identify and assess customers' needs
Build sustainable relationships through open and interactive communication
Maintain the highest level of service standards

Requirements

What you’ll need

HND required; B.Sc, with MBA an added advantage
Minimum of 1–2 years’ experience in a similar role
Excellent knowledge of social media best practices
Ability to use Twitter, Facebook, Instagram, LinkedIn, and Google+
Working knowledge of HootSuite, Buffer, and Google Analytics
Conversant with major telephony and CRM applications
Ability to resolve diverse problems using facts, judgement, and discretion
Ability to anticipate and handle problems and craft solutions for clients
Ability to probe effectively for understanding
Attentive listening to customers’ complaints
Ability to offer solutions or alternatives meeting customer needs
Knowledge of customer service practices and principles
Understanding of banking procedures and policies
Computer literacy
High degree of intelligence, communication, and analytical skills
Knowledge of the Financial Advisory and Intermediary Services Act

Benefits

Comp & perks

A great and upbeat work environment populated by a multinational team
Pension
Career development & growth
Competitive annual leave plus bank holidays
Competitive paid time off (Parental, Moving day, Birthday, Study leave etc)
Group life insurance
Medical insurance
Well-fare package (Wedding, Compassionate and etc)
Perkbox
Goalr - employee wellness app
Award winning L&D training
Work-life balance
Hybrid in office schedule