Customer Service Officer - Direct Banking Centre

About the role

MGN Pak is hiring a Customer Service Officer for its Direct Banking Centre, part of the Client Experience and Conduct Group. The role centres on delivering excellent service to internal and external customers by phone, chat and email, resolving issues and turning sales opportunities into results.

Key responsibilities

• Delight customers over the phone (inbound and outbound calls, including callbacks).
• Interact with customers by phone, chat and email to understand their banking needs.
• Resolve problems through live chat, email or telephone.
• Convert sales opportunities to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback to support product development.
• Work in a call centre environment following the bank's rules and those specific to the Direct Banking Centre.
• Perform root cause analysis and reverse charges and fees when necessary.

Required profile

• University graduate, preferably with a finance, banking or maths background.
• 1 to 3 years of experience.
• Very customer focused.

Required skills

• Computer literacy.
• Excellent communication skills and strong listening skills.