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 team. In this role you will interact with internal and external banking customers via phone, live chat and email, delivering high‑quality support and helping to build loyalty.

Key responsibilities

• Answer inbound and make outbound calls, including callbacks, to understand and meet customers’ banking needs.
• Provide assistance through live chat and email, resolving queries and issues in real time.
• Explain banking procedures and products clearly over the telephone.
• Identify and convert sales opportunities to achieve financial targets.
• Capture customer feedback and report it for continuous product improvement.
• Perform root‑cause analysis and process reversals of charges or fees when required.
• Adhere to the bank’s standard rules, call‑centre guidelines and key performance indicators such as adherence, quality score, NPS and post‑call surveys.

Required profile

• University graduate, preferably with finance, banking or mathematics coursework.
• 1–3 years of experience in a customer‑facing or call‑centre environment.
• Strong customer focus with excellent communication and listening abilities.
• Computer literate and comfortable using standard office applications.

Required skills