Customer Service Officer – Call Centre (Banking)

About the role

The Customer Service Officer works in a dedicated banking call centre, handling inbound telephone interactions to support retail banking customers. The role focuses on delivering high‑quality service, resolving issues instantly, and promoting bank products.

Key responsibilities

• Answer customer calls, understand banking needs and provide accurate information.
• Deliver excellent service to build customer loyalty.
• Resolve problems on the spot, including charge reversals and fee adjustments.
• Identify and convert sales opportunities to meet financial targets.
• Explain banking procedures and product features clearly over the phone.
• Capture and report customer feedback for product development.
• Operate within the bank’s standard rules and the Direct Banking Centre’s specific guidelines.
• Conduct root‑cause analysis when required.

Required profile

• Experience handling telephone inquiries in a banking environment.
• Ability to follow established procedures and compliance guidelines.
• Strong focus on achieving service quality and sales targets.

Required skills

What we offer

• Opportunity to work in a dynamic banking call centre.
• Training on banking products and sales techniques.