Senior Officer/ Manager, Contact Center

• Respond to customer inquiries received via phone calls, emails, written correspondence, and social media platforms with professionalism and efficiency.

• Ensure all customer interactions are handled with a high level of accuracy, empathy, and in accordance with established service standards and turnaround times.

• Ensure customer requests are addressed promptly, with urgency when required.

• Maintain strict confidentiality of customer data and adhere to internal policies and regulatory requirements.

• Accurately identify and resolve customer issues, escalating complex cases to relevant departments when necessary.

• Guide customers on available banking services and digital tools, promoting self-service options where appropriate.

• Document all customer interactions in the case management system to ensure traceability and compliance.

• Collaborate with internal teams to ensure seamless resolution of customer concerns.

Job Requirements:

• Diploma or equivalent qualification a degree in Business, Finance, or related field is an advantage.

• Customer service experience (minimum 1 year) is an advantage, preferably in a contact centre or financial services environment.

• Fresh graduates with a strong willingness to learn and a customer-first mindset are also encouraged to apply.

• Excellent verbal and written communication skills.

• Ability to work in a fast-paced environment and manage multiple tasks effectively.

• Demonstrate composure and empathy under pressure, particularly during difficult customer interactions.

• Willingness to work shifts, weekends, public holidays, and perform overtime when required.