Customer Service Officer – Live Chat Support

About the role

The Customer Service Officer will provide real‑time assistance to internal and external banking customers via live chat. The role focuses on resolving queries, guiding customers through procedures, and encouraging migration to digital channels while maintaining high satisfaction levels.

Key responsibilities

• Handle chat interactions within defined service levels and quality standards.
• Clarify banking procedures, explain products, and address customer inquiries promptly.
• Troubleshoot issues, follow up on unresolved cases, and document interactions according to policy.
• Identify sales opportunities during chats to help meet financial targets.
• Capture customer feedback to support product and service improvements.
• Collaborate with internal teams for seamless handoffs and maintain compliance with process flows.
• Escalate complex issues appropriately.

Required profile

• University graduate, preferably with background in finance, banking, or mathematics.
• 1–3 years of experience in customer support or chat support roles.
• Strong customer focus, empathy, and patience.
• Excellent written and verbal English communication.
• Ability to multitask and manage time effectively in a fast‑paced chat environment.

Required skills