Contact Centre Officer

Role Overview

In this customer service role, you will assist bank customers through phone, email, chat, social media and back-office channels, helping them understand services and get issues resolved promptly. Your work will support customer trust and retention while contributing to service, productivity and growth goals.

Key Responsibilities

• Respond to customer enquiries across voice and digital channels, providing clear, accurate guidance on banking products, accounts, processes and digital services.
• Contact customers for follow-ups, feedback surveys, service campaigns, sales leads, retention activity and payment reminders or collections when required.
• Investigate and resolve complaints and service requests within agreed timelines, referring complex cases to the appropriate team.
• Process account updates and other customer requests, including assigned back-office work, with careful attention to accuracy and turnaround time.
• Recognise suitable opportunities to introduce relevant products or services and contribute to customer engagement and performance targets.
• Follow identity-verification procedures, safeguard customer information and comply with KYC obligations, banking rules and internal policies.
• Log interactions, decisions and follow-up actions in CRM and other systems, keeping customer records complete and current.
• Review calls and other customer contacts against quality criteria, document findings, share constructive feedback and help identify coaching or process improvements.

Requirements & Qualifications

• Bachelor’s degree in Business Administration, Banking, Customer Service, Communications, Marketing, Quality Management or a related discipline.
• Relevant experience in customer service, contact centre work, banking operations, digital engagement, sales, collections or quality assurance; typically 1–3 years for agent-level responsibilities.
• Working knowledge of banking services, contact centre practices, customer confidentiality, data protection, KYC and applicable regulatory requirements.
• Confident written and verbal communication, active listening and customer relationship skills.
• Ability to handle complaints, investigate problems and use negotiation or persuasion appropriately.
• Strong accuracy, attention to detail, analytical thinking and report-writing skills.
• Proficiency with Microsoft Office, CRM or contact centre systems, reporting tools and relevant social media platforms.
• Good organisation and time management, with the ability to manage competing enquiries, work under pressure and meet targets while maintaining professionalism and integrity.