Customer Service Officer

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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.
• Strive for continuous learning and development to enhance skills and knowledge and attend assigned trainings.
• Participate in regular performance reviews and actively seek feedback for improvement.
• Understand clients' financial needs and educate customers about our products and services offered, and cross sell bank products to customers if required.

Seniority Level

Associate

Employment Type

Full-time

Job Function

Customer Service

Industries

Banking