Customer Service Officer – Banking Call Centre

About the role

We are looking for a motivated Customer Service Officer to join our fast‑growing banking call centre. You will be the first point of contact for internal and external customers, handling inbound and outbound calls, chats and emails to understand and fulfil their banking needs.

Key responsibilities

• Delight customers through phone, chat and email interactions, providing accurate information on retail banking products.
• Resolve issues in real time, including root‑cause analysis and reversal of charges when required.
• Convert sales opportunities to meet financial targets and capture customer feedback for product development.
• Achieve KPI targets such as adherence, quality score, post‑call survey NPS and other performance metrics.
• Operate within the bank’s standard rules and the specific guidelines of the Direct Banking Center.

Required profile

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

Required skills

What we offer

• Opportunity to work for a leading financial institution in the MENA region.
• Dynamic, innovative environment that encourages personal and professional growth.
• Exposure to a wide range of banking products and services.