Job purpose:

To deliver efficient, compliant and high-quality customer service across inbound and outbound calls, digital and social media channels, and back-office processes, while supporting customer satisfaction, retention, business growth and continuous service improvement.

Key responsibilities:

Handle incoming calls, emails, chats, social media messages and other customer inquiries professionally; provide accurate information on banking products, services, accounts and procedures.
Make outbound calls for customer follow-ups, surveys, service campaigns, lead generation, product promotion, customer retention and payment reminders or collections where applicable.
Resolve customer complaints and service requests within agreed service levels, escalating complex or unresolved matters to the appropriate teams.
Support account maintenance, customer requests, digital banking assistance and other assigned back-office processing, ensuring accuracy and timely turnaround.
Identify appropriate cross-selling opportunities and contribute to customer engagement, sales, service and productivity targets.
Verify customer identity where required, maintain confidentiality, protect customer data and comply with KYC requirements, banking regulations and internal policies.
Record customer interactions, actions and outcomes accurately in CRM and other systems; maintain complete and up-to-date customer records.
Monitor customer feedback and social media mentions, moderate online interactions and represent the Bank professionally across digital channels.
Monitor and evaluate calls and other customer interactions against quality standards and scorecards; provide constructive feedback, identify training needs and support calibration and quality improvement initiatives.
Work collaboratively with the Contact Centre Manager, colleagues and relevant teams to resolve customer issues and improve service delivery.

Job Experience/Qualifications

Bachelor's Degree in Business Administration, Banking, Customer Service, Communications, Marketing, Quality Management or a related field.
Relevant experience in customer service, contact centre operations, back-office banking, digital customer engagement, sales, collections or quality assurance. Typically 1 - 3 years for agent-focused duties;
Knowledge of banking products, customer service standards, contact centre operations, digital channels, customer confidentiality, data protection, KYC and regulatory requirements.
Proficiency in Microsoft Office, CRM/contact centre systems, reporting tools and relevant digital or social media platforms.

Skills & Competencies

Strong written and verbal communication, listening and customer relationship skills.
Problem-solving, complaint handling, negotiation and persuasion skills.
Attention to detail, accuracy, analytical ability and report writing.
Digital literacy and ability to use CRM, contact centre and social media tools.
Time management, multitasking, resilience and ability to work under pressure and meet targets.
Professionalism, integrity, confidentiality and commitment to service quality and continuous improvement.

Contact Centre Officer

Key skills

At a glance

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