Requirements:

• A minimum of 1–2 years of customer service/contact centre experience.
• Good verbal and written communication skills.
• Experience in banking/financial services or fintech (advantageous).
• Experience in Web/App/WhatsApp chat (advantageous).
• AI and Data Analytics proficiency.

Responsibilities:

• Provide customer service on banking services and products through effective case management.
• Analyse and troubleshoot customer requests and queries according to company guidelines and scripts.
• Route calls to the appropriate department when necessary.
• Respond to customer requests via phone, chat, and email.
• Handle customer enquiries across all channels.
• Research required information using available resources.
• Manage and resolve customer complaints.
• Provide customers with product and service information.
• Capture new customer information.
• Identify and escalate priority issues.
• Follow up on customer calls when required.
• Document call information according to standard operating procedures.
• Complete call logs.
• Produce call reports.