
Customer Service Officer
4 weeks ago
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- Delight internal and external customers over the phone (inbound & outbound - callback).
- Interact with customers via phone, chat, and email to understand their banking needs.
- Provide excellent customer service to foster customer loyalty.
- Resolve issues through live chat, email, or telephone.
- Follow up on customer issues from start to finish.
- Assist customers in migrating to digital channels.
- Convert sales opportunities to meet financial targets.
- Explain procedures and products over the phone.
- Gather and report customer feedback for product development.
Key Result Areas
- Meet KPIs such as Adherence, CRD, AHT, Quality score, post-call survey, NPS.
- Operate in a call centre environment, primarily via telephone.
- Follow bank and center-specific rules and guidelines.
- Explain procedures and provide information about retail banking products.
- Conduct root cause analysis and process reversals when needed.
Knowledge, Skills, and Experience
- University graduate, preferably with finance, banking, or math background.
- 1-3 years of experience.
- Customer-focused attitude.
- Proficient in computer usage.
- Excellent communication skills in English and Urdu/Hindi.
- Strong listening and interpersonal skills.
- Associate
- Full-time
- Customer Service
- Banking
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