Customer Service Officer – Call Centre (Banking)

About the role

We are looking for a motivated Customer Service Officer to join our Direct Banking Centre call‑centre. You will be the voice of the bank, assisting internal and external customers over the telephone and helping them with their banking needs.

Key responsibilities

• Interact with customers by phone to understand and address their banking requirements.
• Provide high‑quality service to build loyalty and resolve issues instantly.
• Convert sales opportunities and meet financial targets during calls.
• Explain procedures, products and services clearly and accurately.
• Capture and report customer feedback for continuous product improvement.
• Perform root‑cause analysis and reverse charges or fees when necessary.
• Operate 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 coursework.
• Fluent in Arabic and English.
• Strong customer focus with excellent communication and listening abilities.
• Computer literate and comfortable using standard office applications.

Required skills

• Arabic language
• English language
• Computer literacy