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

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.