Role Overview
This role places you at the heart of the bank's round-the-clock customer engagement, taking ownership of every voice, social, and email interaction to keep service levels high. Day to day, you will respond to customer needs in real time, support promotional campaigns, and help customers get the most out of digital banking channels. Your work directly influences customer satisfaction scores and the bank's reputation for responsive support.
Key Responsibilities
- Handle inbound telephone calls from customers, addressing questions, requests, and complaints while following the bank's service standards and response timelines.
- Monitor and respond to customer interactions on social media platforms such as WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn, ensuring timely and professional engagement.
- Support digital marketing campaigns by promptly replying to public comments and messages triggered by promotional activities across the bank's social channels.
- Process emails from both internal teams and public inboxes, ensuring replies meet turnaround targets and align with established service protocols.
- Execute outbound telemarketing and care calls to introduce bank products, onboard new customers, conduct onboarding follow-ups, and collect customer feedback.
- Assist customers with issues related to digital banking services, including card transactions, mobile banking, and internet banking, to encourage usage and improve satisfaction.
- Identify recurring issues or trends from customer conversations and escalate these observations to relevant teams for further action.
Requirements & Qualifications
- A bachelor's degree in a business-related discipline from a recognised university, with at least a second-class upper division or equivalent.
- Banking-related professional certifications are an added advantage.
- A minimum of one year of continuous work experience at officer level in a customer-facing role, ideally within a financial institution or contact centre environment.
- Familiarity with contact centre operations, including call handling systems and customer interaction tools.
- Strong customer-centric mindset with excellent verbal and written communication skills.
- Analytical and problem-solving abilities, along with solid interpersonal and rapport-building skills.
- Demonstrated time management, organisational capabilities, and the ability to work independently with minimal supervision.
- Emotional intelligence, risk awareness, and a flexible, adaptable approach to shifting priorities.
- Self-driven, results-oriented, and comfortable collaborating across teams.
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