Customer Service Officer

About the role

The Customer Service Officer will lead and manage the end‑to‑end service experience for Agency Banking partners and clients. You will be responsible for handling complaints, queries and requests while ensuring compliance with service level agreements.

Key responsibilities

• Engage directly with business partners to resolve Agency Banking related complaints, queries and requests.
• Coordinate with Partner Agents, Merchant Clients, internal teams and other bank units to deliver timely solutions.
• Maintain the Agency Banking database and central repository for all client interactions.
• Develop and manage customer service channels, including templated replies and scenario‑based handling processes.
• Oversee delivery programs through the Sales Channel Management Framework to meet business goals.
• Lead a team of customer service representatives, monitor performance, provide coaching and ensure targets are met.
• Handle Merchant Acquiring inquiries, requests and complaints promptly.
• Conduct regular team meetings to communicate performance updates, 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 abilities.

Required skills

What we offer

• Opportunity to lead a dedicated customer service team within a growing Agency Banking division.
• Professional development and exposure to multi‑channel banking operations.