Contact Centre Agent – Customer Service

About the role

This position is focused on delivering high‑quality customer service through inbound and outbound calls for a leading international bank. You will act as the first point of contact, providing solutions, handling queries, and promoting digital banking channels.

Key responsibilities

• Answer inbound calls and provide end‑to‑end solutions for client enquiries, service requests and complaints.
• Maintain up‑to‑date knowledge of contact‑centre processes, bank products and policies.
• Support clients with transactions, mobile/online training and initial set‑up for digital services and ATMs.
• Achieve maximum first‑call resolution and co‑browse with clients to resolve issues.
• Identify and suggest next‑best‑conversation solutions using analytics.
• Perform needs analysis during calls and educate clients on online banking interactions.

Required profile

• Experience in call‑centre environments or contact‑centre management.
• Strong empathy, problem‑solving ability and a customer‑centric mindset.
• Can‑do attitude with the ability to multitask, prioritize and stay calm under pressure.
• Effective communication skills and proficiency in MS Office.

Required skills

• MS Office

What we offer

• Competitive salary aligned with the Fair Pay Charter.
• Comprehensive benefits covering retirement, medical, life insurance and flexible voluntary options.
• Opportunities to grow within a global bank that values diversity and inclusion.