Customer Service Officer – Direct Banking Centre

About the role

We are looking for a Customer Service Officer to join our Direct Banking Centre. The role involves delighting internal and external customers through phone, chat and email, ensuring a high‑quality experience that drives loyalty and meets sales targets.

Key responsibilities

• Handle inbound and outbound calls, callbacks, live chat and email inquiries.
• Understand customers’ banking needs and provide clear explanations of procedures and products.
• Resolve issues promptly, including root‑cause analysis and reversal of charges when required.
• Capture and report customer feedback to support product development.
• Achieve key performance indicators such as adherence, quality score, post‑call survey results and NPS.
• Operate within the bank’s standard rules and the specific guidelines of the Direct Banking Centre.

Required profile

• University graduate, preferably with finance, banking or mathematics coursework.
• 1–3 years of experience in a customer‑facing or call‑centre environment.
• Strong customer focus with excellent communication and listening abilities.
• Computer literate and comfortable using standard office applications.

Required skills