Customer Service Officer – Direct Banking Centre

About the role

The Customer Service Officer will engage internal and external banking customers through inbound and outbound calls, live chat and email. The role focuses on delivering high‑quality service, understanding client banking needs and contributing to customer loyalty.

Key responsibilities

• Handle inbound and outbound telephone interactions, live‑chat sessions and email inquiries.
• Provide clear explanations of banking procedures, products and services.
• Resolve customer issues promptly and accurately, including charge reversals and fee adjustments.
• Capture and report customer feedback to support product development.
• Identify sales opportunities and convert them to meet financial targets.
• Maintain adherence to call‑centre KPIs such as quality score, NPS and call‑handling metrics.

Required profile

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

Required skills

• Basic computer operation skills.