Contact Center Officer

About the role

The Contact Center Officer will serve as the primary point of contact for customers, handling inquiries and issues across multiple communication channels. This role supports the bank's commitment to delivering high‑quality service and promoting its products and services.

Key responsibilities

• Manage inbound and outbound calls, ensuring prompt and courteous assistance.
• Respond to customer queries, comments, and questions via social media platforms and the company website.
• Provide accurate information on banking products and services and identify sales opportunities.
• Maintain detailed records of interactions and follow‑up actions in the appropriate systems.
• Collaborate with internal teams to resolve complex issues and improve service processes.

Required profile

• Minimum diploma in a business‑related field.
• Proven experience in a contact centre environment handling both inbound and outbound communications.
• Demonstrated ability to manage customer queries on social media.
• Excellent verbal and written communication skills.

Required skills

• Proficiency in Microsoft Office applications.