Customer Service Officer – Call Centre (Banking)

About the role

We are looking for a Customer Service Officer to join our Direct Banking Centre call‑centre team. The role involves handling inbound and outbound calls, chat and email interactions to support retail banking customers and promote banking products.

Key responsibilities

• Answer inbound calls and make outbound calls, including callbacks, to address customer inquiries.
• Interact with customers via phone, live chat and email to understand their banking needs.
• Provide accurate information on banking procedures and products, and clarify any doubts.
• Resolve issues in real time, including charge reversals and root‑cause analysis.
• Capture and report customer feedback for continuous product improvement.
• Identify and convert sales opportunities 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 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

What we offer

• Opportunity to work within a leading bank’s Direct Banking Centre.
• Training and development to enhance banking and sales competencies.