Customer Service Officer (Banking)

• Ensure highest standards of service delivery on personalised phone services to our customers 
• Serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; and maintaining database. 
• Being first contact person in building and retaining customer relationships by identifying and resolving customer inquiries/issues accurately 
• Educate the customer about the Bank products and services and directs them towards available resources for self-help 
• Manage customer complaints, issues and subsequent solutions and is responsible for identifying and escalating customer issues to the appropriate department 
• Assigns or acts on any required customer follow-up in accordance with Contact Centre internal guidelines and updates customer data into relevant systems accurately 
• Maximize opportunities to up sell or cross-sell Bank products and services which meet customer needs
• Maintain confidentiality of the Bank customers and data at all times 
• Strong customer service mindset with good communication and excellent problem solving skills