Customer Service Officer

The Customer Service Officer’s primary responsibility is to provide an outstanding customer experience by taking ownership of resolution for all customer needs. They will interact with customers across a variety of channels (primarily inbound and outbound calls and digital channels) and take ownership for resolving the customer’s query / issue and communication around this.

Main Duties and Responsibilities

• Drive customer satisfaction through exceptional service. Deliver resolution to requests and issues through a variety of channels, by actively listening to understand the customer’s needs.
• Take ownership of providing resolution to customers
• De-escalate situations involving dissatisfied customers, offering assistance and support with service recovery to clients if needed.
• Develop a strong, value-added relationship with current and prospective customers by engaging in conversations that uncover their current and future financial needs.
• Increase customer satisfaction scores by consistently providing top-notch service that anticipates, and resolves needs seamlessly.
• Achieve customer loyalty as a key driver of sustainable growth, through client retention policy and tools.
• Striving for continuous learning and development to enhance skills and knowledge and attend assigned trainings.
• Participating in regular performance reviews and actively seeking feedback for improvement.
• Understanding clients’ financial needs and address at the same time, educating customers about our products and services offered and to cross sell bank products to the customers if required.