Customer Service Officer – Direct Banking Centre

About the role

The Direct Banking Centre is looking for a Customer Service Officer to manage chat interactions with retail banking customers. You will be responsible for delivering high‑quality support while meeting defined performance targets.

Key responsibilities

• Achieve KPI targets such as adherence, average handling time (AHT), quality score and post‑call CSAT.
• Handle inbound chat requests within established service levels and quality standards.
• Capture and relay customer feedback to inform product and service improvements.
• Follow process flows and compliance protocols specific to the chat environment.
• Provide clear explanations of procedures and information on retail banking products.
• Escalate complex issues appropriately and document all chat interactions according to policy.

Required profile

• Strong written communication skills with the ability to convey banking information clearly.
• Detail‑oriented and able to follow strict compliance and process guidelines.
• Proactive in meeting performance metrics and handling customer inquiries efficiently.
• Comfortable working in a fast‑paced, regulated banking environment.

Required skills

What we offer

• Opportunity to work within a leading banking institution.
• Structured training and development programs.
• Performance‑based incentives.