Customer Service Officer – Live Chat (Banking)

About the role

We are looking for a Customer Service Officer to provide exceptional live‑chat support for our Direct Banking Centre. You will interact with internal and external customers, resolve banking queries, and help migrate users to digital channels while ensuring a high level of satisfaction.

Key responsibilities

• Engage customers via live chat, understand their banking needs and provide prompt resolutions.
• Troubleshoot and resolve queries efficiently, following up on any outstanding issues.
• Explain procedures and retail banking products clearly over chat and telephone.
• Identify sales opportunities during interactions to meet financial targets.
• Collaborate with internal teams for seamless hand‑offs and feedback loops.
• Achieve KPI targets such as adherence, AHT, quality score, and CSAT.
• Capture customer feedback to drive product and service improvements.
• Maintain compliance with process flows and document chats according to policy.

Required profile

• University graduate, preferably with background in finance, banking or mathematics.
• 1–3 years of experience in customer or chat support.
• Strong customer focus, empathy and patience.
• Excellent written and verbal English and Urdu/Hindi skills.
• Ability to multitask and manage time in a fast‑paced environment.

Required skills

• Computer literacy
• Fast and accurate typing