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. The role focuses on delivering high‑quality telephone support to both internal and external banking customers, ensuring their needs are understood and met.

Key responsibilities

• Answer inbound calls and engage with customers to identify their banking requirements.
• Provide clear explanations of banking procedures and retail products over the phone.
• Resolve customer issues instantly, including root‑cause analysis and reversal of charges or fees when required.
• Identify and convert sales opportunities to help meet financial targets.
• Capture and report customer feedback to support continuous product development.
• Operate strictly within the bank’s standard rules and the specific guidelines of the Direct Banking Centre.

Required profile

• 1‑3 years of contact‑centre experience.
• University graduate, preferably with finance, banking or mathematics studies.
• Fluent in Arabic and English.
• Strong customer focus, excellent communication and listening abilities.
• Computer literate.

Required skills