Customer Care Centre Officer

Role Overview

You will be the first point of resolution for customers reaching out through email and social media, handling their questions and concerns with care and accuracy. Your daily work involves investigating issues at two distinct levels, documenting every step, and knowing when to pass complex situations upward. This role matters because it protects the institution’s reputation by turning customer friction into clear, reliable outcomes while staying inside strict risk and regulatory boundaries.

Key Responsibilities

• Respond to customer queries and complaints arriving via email and social media channels, ensuring each interaction is professional, clear, and solution-oriented.
• Carry out level 1 and level 2 investigations using established workflows, gathering relevant information to resolve cases without unnecessary delays.
• Maintain accurate records of every customer exchange, logging details, decisions, and follow-up actions in the relevant systems.
• Escalate matters that fall outside your authority or require specialist input, providing concise context so the next handler can act quickly.
• Meet agreed service standards and personal performance targets while balancing speed with thoroughness and courtesy.
• Stay aligned with operational, risk, and regulatory requirements throughout all customer contact, flagging concerns when they appear.
• Use customer relationship management tools effectively to track case history, verify account details, and avoid duplicate or conflicting communication.
• Support the broader team by identifying recurring issues or patterns in customer contacts that could signal a service gap, passing those observations to leadership.

Requirements & Qualifications

• A first degree (undergraduate qualification) in any discipline.
• One to two years prior experience in a customer service and sales environment, ideally within a financial institution.
• At least six months working in a contact centre within the financial services sector, with hands-on exposure to high-volume customer interactions.
• Proven ability to resolve customer queries and complaints while delivering a high standard of service excellence.
• Practical familiarity with customer relationship management systems and standard contact centre processes.
• Strong active listening and questioning skills, enabling you to understand unspoken customer concerns and provide accurate answers.
• Comfort handling difficult calls or messages, including interactions with frustrated or confused customers, while remaining composed.
• Confident use of electronic communication tools and multi-channel platforms, with a good grasp of inbound contact statistics and queue management.
• Ability to follow procedures closely while still exploring possibilities—knowing when a standard answer suffices and when a creative solution is needed.
• Effective decision-making skills, particularly in prioritising urgent cases and escalating appropriately.