Contact Centre Officer

About the role

Prime Bank Africa is seeking a Contact Centre Officer to deliver efficient, compliant, and high‑quality customer service across inbound and outbound channels, supporting customer satisfaction, retention and business growth.

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, lead generation and payment reminders.
• Resolve complaints within service levels and escalate complex issues as needed.
• Support account maintenance, digital banking assistance and back‑office processing with accuracy and timeliness.
• Identify cross‑selling opportunities and contribute to sales and productivity targets.
• Verify customer identity, maintain confidentiality and comply with KYC and regulatory requirements.
• Record interactions in CRM systems and keep customer records up‑to‑date.
• Monitor customer feedback on digital channels and ensure professional representation of the bank.
• Evaluate calls against quality standards, provide feedback and support training initiatives.

Required profile

• Bachelor’s degree in Business Administration, Banking, Communications, Marketing, Quality Management or related field.
• 1–3 years experience in customer service, contact centre operations or related banking functions.
• Knowledge of banking products, KYC, data protection and regulatory requirements.

Required skills

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