Customer Service Officer – Call Centre (Banking)

About the role

We are seeking a Customer Service Officer to join our Direct Banking Centre call‑centre. The role involves providing telephone support to both internal and external banking customers, ensuring a high level of service, fostering loyalty, and contributing to sales targets.

Key responsibilities

• Interact with customers over the phone to understand their banking needs and provide accurate information.
• Deliver excellent customer service to achieve loyalty and resolve issues on the spot.
• Convert sales opportunities during calls to meet financial targets.
• Explain banking procedures and product details clearly to callers.
• Capture and report customer feedback for continuous product development.
• Operate within the call‑centre environment following bank rules and specific Direct Banking Centre guidelines.
• Perform root‑cause analysis and handle reversals of charges and fees when necessary.

Required profile

• 1‑3 years of contact‑center experience.
• University graduate, preferably with finance, banking, or mathematics background.
• Fluent in Arabic and English.
• Strong customer focus, excellent communication and listening skills.
• Computer literate.

Required skills

• Arabic language proficiency
• English language proficiency
• Computer literacy