Customer Service Officer

**Business Function**

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

**Job Purpose**
- We are seeking a highly motivated and customer-focused individual to join our team as a Contact Centre Executive, specializing in supporting our Banking & Cards customer segment. As a key point of contact for our most valued customers, you will be responsible for delivering exceptional service and building strong relationships to enhance their overall experience. This role requires excellent communication skills, problem-solving abilities, and a passion for providing outstanding customer service.

**Key Accountabilities**
- Excellent Communication Skills: Customer service officers must possess exceptional verbal and written communication skills. They should be able to effectively articulate ideas, listen actively, and convey information clearly and concisely.

**Empathy and Emotional Intelligence**
- Empathy is crucial for understanding customers' needs, concerns, and emotions. Customer service officers should be able to demonstrate empathy and show genuine care and understanding towards customers. Emotional intelligence helps them navigate difficult situations, de-escalate conflicts, and provide personalized solutions.

**Problem-Solving and Analytical Skills**
- Dealing with customer issues often requires identifying the root cause of a problem and developing effective solutions. Customer service officers should be skilled in analyzing complex situations, thinking critically, and finding creative resolutions to meet customer needs.

**Product and Service Knowledge**
- A deep understanding of the company's products, services, and policies is essential. Customer service officers should be knowledgeable about the offerings and be able to provide accurate information, troubleshoot technical issues, and guide customers effectively.

**Adaptability and Resilience**
- Customer service can be unpredictable and challenging at times. Customer service officers should be adaptable and resilient, able to handle changing situations, work under pressure, and maintain composure in difficult interactions.

**Conflict Resolution and Negotiation**
- Dealing with dissatisfied or difficult customers requires exceptional conflict resolution skills. Customer service officers should be adept at de-escalating tense situations, managing conflicts professionally, and negotiating mutually satisfactory solutions.

**Multilingual and Cultural Competence**
- In a diverse global market, being able to communicate in multiple languages and understanding cultural nuances can greatly enhance the customer service experience. Customer service officers who can bridge language and cultural gaps provide a higher level of service to diverse customers: Serve as the primary point of contact for our customer segment, ensuring their inquiries, requests, and concerns are addressed promptly and effectively.

**Relationship Building**
- Establish and maintain strong relationships with customers by demonstrating personalized attention, empathy, and a deep understanding of their needs and preferences.

**Issue Resolution**
- Handle customer complaints, disputes, and escalations with professionalism, aiming for timely and satisfactory resolutions while maintaining the highest level of customer satisfaction.

**Product and Service Expertise**
- Develop an in-depth understanding of our products and services to provide accurate and comprehensive information to Customers, offering personalized recommendations and upsell opportunities when appropriate.

**Communication**

**Customer Advocacy**
- Act as a customer advocate within the company, conveying valuable feedback and insights from customers to relevant departments to drive continuous improvement of our products, services, and processes.

**Quality Assurance**
- Adhere to established service level agreements (SLAs) and quality standards, consistently meeting or exceeding performance metrics, including response time, customer satisfaction scores, and call resolution rates.

**Documentation**
- Accurately record and maintain customer interactions, ensuring all relevant information is documented in our customer relationship management (CRM) system for future reference and analysis.

**Team Collaboration**
- Collaborate with cross-functional teams, including sales, marketing, and technical support, to provide a seamless and holistic customer experience across all touchpoints.

**Professional Development**
- Stay updated on industry trends, product knowledge, and customer service best practices through ongoing training and development opportunities.

**Job Duties & responsibilitie