Customer Care Centre Officer

Job Description

As a Customer Care Centre Officer, you will be responsible for: - Handling and resolving client queries and complaints across Email and Social Media channels with professionalism and efficiency

Managing investigations (Levels 1 and 2) in accordance with established protocols and delivering high-quality service within agreed service standards whilst meeting performance targets and maintaining compliance with risk, regulatory, and operational requirements. Documenting all interactions accurately and escalating complex matters appropriately.

Qualifications

Type of Qualification:
 First Degree

Experience Required

1-2 years

Experience in a customer service and sales role, preferably in a financial institution.

Demonstrated experience in handling customer interactions, resolving queries, and delivering service excellence.

Familiarity with customer relationship management systems and processes.

At least six months of experience working in a Contact Centre environment in the financial services sector.

Additional Information

Behavioural Competencies:

Articulating Information

Convincing People

Exploring Possibilities

Following Procedures

Interacting with People

Making Decisions

Showing Composure

Understanding People

Technical Competencies:

Active Listening

Difficult Calls Management

Electronic Communications & Devices

Inbound Phone Statistics

Query Resolution

Telephone Caller Handling