Customer Service Officer

Job Summary

The Customer Service Officer is responsible for delivering professional, friendly, and customer-focused service by addressing customer inquiries, concerns, and complaints efficiently. The role involves providing accurate information about banking products, services, policies, and procedures while ensuring customer satisfaction through effective problem-solving and timely follow-up.

Main Duties and Responsibilities

• Interact with customers in a professional, respectful, and empathetic manner.
• Respond to customer inquiries, requests, and complaints promptly and effectively.
• Provide accurate information regarding products, services, policies, and procedures.
• Assist customers in selecting appropriate products and services based on their needs.
• Identify, analyze, and resolve customer issues within assigned authority.
• Escalate complex or unresolved customer concerns to the appropriate department or supervisor.
• Follow up with customers to ensure issues and complaints are resolved satisfactorily.
• Maintain accurate records of customer interactions, requests, and transactions.
• Ensure compliance with customer service standards, operational procedures, and organizational policies.

Qualification

• Bachelor’s Degree in Accounting, Management, Economics, Banking and Finance, or related fields.

Experience

• Minimum of two (2) years of relevant banking operations experience.
• Knowledge or experience in Interest-Free Banking (IFB) is advantageous.

Required Skills and Competencies

• Strong customer service and relationship management skills.
• Excellent communication and interpersonal skills.
• Ability to handle customer complaints and resolve issues effectively.
• Good problem-solving and decision-making abilities.
• Attention to detail and accuracy in handling customer information and transactions.
• Ability to work under pressure while maintaining service quality.

Skills Required:

• Accounting / Finance
• Economics / Statistics