Customer Service Officer

About the role

The Customer Service Officer will lead and manage customer service processes for Agency Banking, ensuring timely resolution of complaints, queries, and requests from business partners and clients. This role involves coordinating with partner agents, merchant clients, and internal teams to maintain high service standards.

Key responsibilities

• Engage directly with business partners to resolve Agency Banking related issues in line with service level agreements.
• Maintain and manage the central database of client complaints, requests, and queries from various channels.
• Develop and oversee customer service channels, including templated replies and handling processes for different scenarios.
• Implement the Sales Channel Management Framework to achieve business goals.
• Lead a team of customer service representatives, monitor performance, and provide coaching and feedback.
• Handle Merchant Acquiring inquiries, requests, and complaints promptly.
• Conduct regular team meetings to communicate business performance, policies, and initiatives.

Required profile

• Bachelor’s degree in a business‑related field.
• 2–3 years of experience in retail banking or a related sector.
• Good knowledge of bank products and services.
• Strong interpersonal and communication skills.

Required skills