Customer Service Officer – Live Chat Support

About the role

We are looking for a Customer Service Officer to provide exceptional live‑chat support to both internal and external customers of our Direct Banking Centre. You will engage with customers in real time, understand their banking needs and deliver prompt, accurate assistance.

Key responsibilities

• Handle chat interactions within defined service levels and quality standards.
• Engage customers via live chat to resolve queries, troubleshoot issues and explain banking procedures.
• Migrate customers to digital channels and promote self‑service options.
• Identify sales opportunities during chats to help meet financial targets.
• Capture customer feedback and relay insights for product and service improvements.
• Collaborate with internal teams for seamless hand‑offs and follow‑up on unresolved issues.
• Escalate complex cases appropriately and document all interactions according to policy.

Required profile

• University graduate, preferably with a 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 skills.
• Ability to multitask and manage time effectively in a fast‑paced environment.

Required skills

What we offer

• Opportunity to work within a leading banking institution.
• Professional development and training on digital banking solutions.
• Collaborative team environment focused on customer excellence.