Customer Service Officer – Call Centre

About the role

We are looking for a Customer Service Officer to join our call centre team. You will interact with internal and external customers via phone, chat and email, delivering a high‑quality experience that drives loyalty and supports our banking products.

Key responsibilities

• Handle inbound and outbound calls, callbacks, live chat and email inquiries.
• Understand customers' banking needs and provide clear explanations of procedures and products.
• Resolve issues in real time, including root‑cause analysis and charge reversals when required.
• Capture and report customer feedback to inform product development.
• Identify and convert sales opportunities to meet financial targets.
• Achieve KPI targets such as adherence, quality score, and NPS.

Required profile

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

Required skills

What we offer

• Opportunity to work in a dynamic banking environment.
• Professional development and career progression.