Customer Service Officer

Overview

Deliver excellent customer service to both external and internal customers, ensuring tasks are completed accurately and within set timelines. Provide guidance, advice, and solutions to customer queries in line with the Staff Code of Conduct. Act as custodian for key deliverables such as debit/credit cards, cheque books, account letters, digital access cards, and related customer documents. Support the smooth daily operation of the branch by performing assigned tasks under the supervision of the Line Manager.

Responsibilities

• Deliver excellent customer service to both external and internal customers, ensuring tasks are completed accurately and within set timelines.
• Provide guidance, advice, and solutions to customer queries in line with the Staff Code of Conduct.
• Act as custodian for key deliverables such as debit/credit cards, cheque books, account letters, digital access cards, and related customer documents.
• Support the smooth daily operation of the branch by performing assigned tasks under the supervision of the Line Manager.

Compliance & Process Adherence

• Ensure full adherence to bank policies, SOPs, service standards, and regulatory requirements.
• Maintain awareness of the branch's Business Continuity Plan (BCM) and take appropriate action during disruptions.

Digital & Service Efficiency

• Drive digital migration, encouraging customers to adopt digital banking channels.
• Monitor and coordinate initiatives, supporting streamlined service delivery and contributing to departmental performance.

Teamwork & Continuous Improvement

• Collaborate with colleagues across functions to achieve shared goals.
• Identify opportunities to improve processes, enhance knowledge, and strengthen team performance

What We're Looking For

• Education: Bachelor Degree in any related field
• Experience: Minimum 3 years experience in a Customer Service role
• Analytical Thinking
• Teamwork & Collaboration
• Customer Orientation
• Ability to work with defined policies and procedures
• Strong commitment to accuracy, compliance, and service excellence
• Effective communication skills with the ability to advise, support, and collaborate with colleagues and customers
• Ability to handle structured and routine interactions professionally