Contact Centre Officer

The Contact Centre Officer is responsible for providing excellent customer service, ensuring compliance and high quality across all inbound and outbound communication channels, including phone calls, digital platforms, and social media. This role also involves managing back-office operations to enhance customer satisfaction, improve retention rates, contribute to business expansion, and drive continuous service improvements.

1. Professionally handle all incoming customer inquiries via calls, emails, chats, and social media, providing accurate information on banking products, services, accounts, and procedures.
2. Conduct outbound calls for customer follow-ups, surveys, service campaigns, lead generation, product promotion, customer retention, and payment reminders or collections as needed.
3. Resolve customer complaints and service requests within established service level agreements, escalating complex or unresolved issues to the appropriate internal teams.
4. Support account maintenance, process customer requests, assist with digital banking queries, and perform other assigned back-office tasks, ensuring accuracy and timely completion.
5. Identify and pursue cross-selling opportunities, contributing to targets for customer engagement, sales, service quality, and productivity.
6. Verify customer identities, maintain strict confidentiality, protect customer data, and ensure compliance with KYC requirements, banking regulations, and internal policies.
7. Accurately record all customer interactions, actions taken, and outcomes in CRM and other relevant systems, maintaining comprehensive and up-to-date customer records.
8. Monitor customer feedback and social media mentions, moderate online interactions, and represent the Bank professionally across all digital channels.
9. Evaluate calls and other customer interactions against quality standards and scorecards, providing constructive feedback, identifying training needs, and supporting quality improvement initiatives.
10. Collaborate effectively with the Contact Centre Manager, colleagues, and other relevant departments to resolve customer issues and enhance overall service delivery.

1. Bachelor’s Degree in Business Administration, Banking, Customer Service, Communications, Marketing, Quality Management, or a related field.
2. 1-3 years of relevant experience in customer service, contact centre operations, back-office banking, digital customer engagement, sales, collections, or quality assurance.
3. Strong knowledge of banking products, customer service standards, contact centre operations, digital channels, customer confidentiality, data protection, KYC, and regulatory requirements.
4. Proficiency in Microsoft Office, CRM/contact centre systems, reporting tools, and relevant digital or social media platforms.
5. Excellent written and verbal communication, active listening, and customer relationship management skills.
6. Proven problem-solving, complaint handling, negotiation, and persuasion abilities.
7. High attention to detail, accuracy, analytical capability, and report writing skills.
8. Digital literacy and competence in using CRM, contact centre, and social media tools.
9. Effective time management, multitasking abilities, resilience, and capacity to work under pressure and meet targets.
10. Demonstrated professionalism, integrity, confidentiality, and commitment to service quality and continuous improvement.