Customer Support Officer Client Experience And Conduct Group-Customer Service

Job Purpose
- Deliver exceptional service to internal and external customers via phone (inbound, outbound, and call-back), chat, and email.

- Understand customer banking needs and provide accurate information and solutions.

- Ensure customer satisfaction and loyalty through prompt and professional service.

- Resolve customer issues across multiple channels (telephone, email, live chat) with end-to-end follow-up.

- Promote and migrate customers to digital banking channels.

- Identify and convert sales opportunities to meet financial targets.

- Explain banking procedures and products clearly over the phone.

- Capture and report customer feedback for continuous improvement of products and services.

Key Result Areas
- Achieve KPIs related to Adherence, CRD (Call Resolution Duration), AHT (Average Handling Time), Quality Score, Post-Call Survey Results, and Net Promoter Score (NPS).

Additional Responsibilities
- Operate within a call centre environment, adhering to bank guidelines and Direct Banking Center standards.

- Provide accurate information on retail and international banking products and services.

- Perform root cause analysis and process reversals of charges/fees when necessary.

Knowledge, Skills & Experience
- University Graduate (preferably with finance, banking, or mathematics background).

- 1–3 years in customer service or banking (experience in international banking is a must).

- Strong customer focus and interpersonal skills.

- Excellent communication skills in English and Urdu/Hindi.

- Computer literacy is essential.

- Active listening and problem-solving abilities.

- Ability to work full-time from office.

- Flexibility to work in 24×7 rotational shifts.