Customer Service Officer – Live Chat (Banking)

About the role

We are looking for a proactive Customer Service Officer to join our Direct Banking Centre. In this role you will interact with internal and external customers primarily through live‑chat platforms, providing fast, accurate assistance and helping to drive digital adoption.

Key responsibilities

• Engage with customers via live chat to understand and resolve banking queries.
• Deliver prompt, effective support to boost satisfaction and loyalty.
• Troubleshoot issues and ensure timely follow‑up on unresolved cases.
• Migrate customers to digital channels and promote self‑service options.
• Explain procedures and product details over the telephone when needed.
• Identify sales opportunities during chats to meet financial targets.
• Collaborate with internal teams for seamless handoffs and feedback loops.

Required profile

• Strong communication skills in English.
• Customer‑focused mindset with the ability to handle multiple chats simultaneously.
• Attention to detail and ability to follow up on pending issues.
• Interest in banking products and digital channels.

Required skills

What we offer

• Opportunity to work in a dynamic banking environment.
• Training on digital banking tools and customer service best practices.
• Career development pathways within the organization.