Customer Service Officer – Call Centre (Banking)

About the role

The Customer Service Officer will interact with internal and external banking customers via phone, chat and email. The role focuses on delivering a delightful experience, handling inquiries, resolving issues and promoting banking products to achieve loyalty and sales targets.

Key responsibilities

• Answer inbound and make outbound calls, including callbacks, to understand customer banking needs.
• Provide accurate information on procedures and retail banking products.
• Resolve customer problems through live chat, email or telephone.
• Identify and convert sales opportunities to meet financial targets.
• Capture and report customer feedback for product development.
• Perform root‑cause analysis and reverse charges or fees when required.
• Adhere to call‑centre KPIs such as adherence, quality score, post‑call survey and NPS.

Required profile

• University graduate, preferably with finance, banking or mathematics background.
• 1–3 years of experience in a customer‑facing or call‑centre environment.
• Strong customer focus and excellent communication skills.
• Good listening abilities and ability to work under standard banking guidelines.

Required skills

• Computer literacy.