Senior Customer Service Officer

About the role

We are looking for a Senior Customer Service Officer to delight both internal and external banking customers through phone, chat and email. You will act as a trusted advisor, resolve issues quickly, and help convert sales opportunities while maintaining high service standards.

Key responsibilities

• Handle inbound and outbound calls, callbacks, live chat and email inquiries.
• Provide clear explanations of banking procedures and retail products.
• Resolve problems, perform root‑cause analysis and reverse charges or fees when needed.
• Capture and report customer feedback for continuous product improvement.
• Serve as backup team leader in the absence of the floor TL.
• Achieve KPI targets such as adherence, quality score, post‑call survey and NPS.

Required profile

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

Required skills

What we offer

• Opportunity to work in a dynamic banking call centre.
• Career development and potential leadership responsibilities.