The Customer Service Officer’s primary responsibility is to provide an outstanding customer experience by taking ownership of resolution for all customer needs. They will interact with customers across a variety of channels (primarily inbound and outbound calls and digital channels) and take ownership for resolving the customer’s query / issue and communication around this.
Main Duties and Responsibilities
- Drive customer satisfaction through exceptional service. Deliver resolution to requests and issues through a variety of channels, by actively listening to understand the customer’s needs.
- Take ownership of providing resolution to customers
- De-escalate situations involving dissatisfied customers, offering assistance and support with service recovery to clients if needed.
- Develop a strong, value-added relationship with current and prospective customers by engaging in conversations that uncover their current and future financial needs.
- Increase customer satisfaction scores by consistently providing top-notch service that anticipates, and resolves needs seamlessly.
- Achieve customer loyalty as a key driver of sustainable growth, through client retention policy and tools.
- Striving for continuous learning and development to enhance skills and knowledge and attend assigned trainings.
- Participating in regular performance reviews and actively seeking feedback for improvement.
- Understanding clients’ financial needs and address at the same time, educating customers about our products and services offered and to cross sell bank products to the customers if required.
