Customer Service Officer - Direct Banking Centre

As a Customer Service Officer, your primary responsibility will be to meet the established KPIs pertaining to Adherence, CRD, AHT, Quality score, and post-call CSAT.
• Engage in chat interactions while maintaining defined service levels and quality standards.
• Gather customer feedback to facilitate enhancements in products and services.
• Ensure compliance with process flows and protocols in a chat setting.
• Adhere to established regulations and guidelines provided by the Bank and those unique to the Direct Banking Center.
• Primarily involve providing explanations of procedures or information related to retail banking products.
• Appropriately escalate issues and meticulously document chat interactions according to policy.