Customer Service Officer – Direct Banking Call Centre

About the role

The Customer Service Officer will work in a dedicated Direct Banking Call Centre, handling inbound and outbound telephone interactions with retail banking customers. The role focuses on delivering high‑quality service, resolving issues instantly, and supporting the bank’s sales objectives.

Key responsibilities

• Answer customer calls, understand banking needs and provide accurate information.
• Deliver excellent service to build loyalty and meet satisfaction targets.
• Resolve problems on the spot, including charge reversals and fee adjustments.
• Identify sales opportunities during calls and convert them to meet financial targets.
• Explain banking procedures and product features clearly over the phone.
• Capture and report customer feedback for continuous product improvement.
• Perform root‑cause analysis of recurring issues.

Required profile

• Strong verbal communication skills in English.
• Ability to work in a fast‑paced call‑centre environment.
• Customer‑focused mindset with a proactive approach to problem solving.
• Attention to detail for accurate transaction handling.

Required skills

What we offer

• Opportunity to work within a leading banking institution.
• Structured training and career development pathways.
• Team‑oriented environment with clear performance targets.