Customer Service Officer – Live Chat (Banking)

About the role

We are looking for a Customer Service Officer to provide exceptional live‑chat support to our retail banking customers. You will engage with clients, resolve their banking queries, and guide them toward digital channels while ensuring a high level of satisfaction.

Key responsibilities

• Respond to customer inquiries via live‑chat, understand needs and provide accurate solutions.
• Troubleshoot and resolve issues efficiently, following up on any open cases.
• Promote migration to digital banking channels and explain procedures or product details.
• Identify sales opportunities during chats to help meet financial targets.
• Collaborate with internal teams for smooth hand‑offs and feedback loops.
• Maintain compliance with process flows, document interactions, and escalate when necessary.
• Achieve KPI targets such as adherence, AHT, quality score, and CSAT.

Required profile

• University graduate, preferably with a background in finance, banking or mathematics.
• 1–3 years of experience in customer or chat support.
• Strong customer focus, empathy and patience.
• Excellent written and verbal English and Urdu/Hindi skills.
• Ability to multitask and work in a fast‑paced environment.

Required skills

• Proficiency with live‑chat platforms.
• Fast and accurate typing.
• Computer literacy.

What we offer

• Opportunity to work for a leading financial institution in the MENA region.
• Dynamic, innovative environment that values employee growth.