Customer Support Officer.Client Experience and Conduct Group-Customer Service

Job Purpose
- Deliver exceptional service to internal and external customers via phone (inbound, outbound, and call-back), chat, and email.- Understand customer banking needs and provide accurate information and solutions.- Ensure customer satisfaction and loyalty through prompt and professional service.- Resolve customer issues across multiple channels (telephone, email, live chat) with end-to-end follow-up.- Promote and migrate customers to digital banking channels.- Identify and convert sales opportunities to meet financial targets.- Explain banking procedures and products clearly over the phone.- Capture and report customer feedback for continuous improvement of products and services.Key Result Areas- Achieve KPIs related to Adherence, CRD (Call Resolution Duration), AHT (Average Handling Time), Quality Score, Post-Call Survey Results, and Net Promoter Score (NPS).Additional Responsibilities- Operate within a call centre environment, adhering to bank guidelines and Direct Banking Center standards.- Provide accurate information on retail and international banking products and services.- Perform root cause analysis and process reversals of charges/fees when necessary.Knowledge, Skills & Experience- University Graduate (preferably with finance, banking, or mathematics background).- 13 years in customer service or banking (experience in international banking is a must).- Strong customer focus and interpersonal skills.- Excellent communication skills in English and Urdu/Hindi.- Computer literacy is essential.- Active listening and problem-solving abilities.- Ability to work full-time from office.- Flexibility to work in 247 rotational shifts.