Customer Service Representative

Customer Service Officer - Voice and Non - Voice:

Job Purpose

• Deliver exceptional service to internal and external customers via phone (inbound, outbound, and call-back), chat, and email.
• Understand customer banking needs and provide accurate information and solutions.
• Ensure customer satisfaction and loyalty through prompt and professional service.
• Resolve customer issues across multiple channels (telephone, email, live chat) with end-to-end follow-up.
• Promote and migrate customers to digital banking channels.
• Identify and convert sales opportunities to meet financial targets.
• Explain banking procedures and products clearly over the phone.
• Capture and report customer feedback for continuous improvement of products and services.

Key Result Areas

• Achieve KPIs related to Adherence, CRD (Call Resolution Duration), AHT (Average Handling Time), Quality Score, Post-Call S...