Senior Customer Service Officer.Client Experience and Conduct-Customer Service

Job Purpose

To deliver exceptional support to internal and external customers via live chat platforms:
• Engage with customers through live chat to understand and resolve their banking needs.
• Deliver prompt and effective support to enhance customer satisfaction and loyalty.
• Troubleshoot and resolve queries efficiently over chat.
• Ensure timely follow-up on unresolved chat issues.
• Migrate the customers to digital channels
• Clarify and explain procedures and products over the telephone.
• Identify sales opportunities during chat interactions to meet financial targets.
• Collaborate with internal teams for seamless support handoffs and feedback loops.

Key results:
• Handle chat interactions within defined service levels and quality standards.
• Capture customer feedback to drive product and service improvements.
• Maintain adherence to process flows and compliance protocols in a chat environment.
• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
•Mostly related to explaining procedures or providing information regarding retail banking products.
• Escalate issues appropriately and document chat interactions as per policy.

Knowledge, skill and experience

• University graduate (preferably with some background in finance, banking, or mathematics).
• 1–3 years of experience in customer support or chat support roles.
• Strong customer focus with empathy and patience.
• Computer literacy and quick typing skills are essential.
• Proficiency in English (verbal and written).
• Strong communication and interpersonal skills.
• Ability to multitask and manage time effectively in a fast-paced chat environment.