Contact Centre Officer

About the role

The Contact Centre Officer will deliver efficient, compliant, and high‑quality customer service across inbound and outbound channels, supporting customer satisfaction, retention and business growth for Prime Bank.

Key responsibilities

• Handle incoming calls, emails, chats, and social media messages, providing accurate information on banking products and services.
• Make outbound calls for follow‑ups, surveys, product promotion, and payment reminders.
• Resolve complaints and service requests within agreed service levels, escalating complex issues as needed.
• Support account maintenance, digital banking assistance and back‑office processing with accuracy and timeliness.
• Record interactions in CRM, maintain up‑to‑date customer records and ensure compliance with KYC and data protection policies.

Required profile

• Bachelor’s degree in Business Administration, Banking, Customer Service or related field.
• 1–3 years of experience in a contact centre or customer service environment, preferably within banking.
• Knowledge of banking products, KYC requirements and regulatory standards.

Required skills

• Proficiency in Microsoft Office.
• Experience with CRM and contact centre systems.
• Ability to use reporting tools and digital/social media platforms.