Customer Support Officer – Client Experience & Conduct

About the role

We are looking for a motivated Customer Support Officer to join our Direct Banking Centre. You will interact with internal and external customers over the phone, helping them with banking needs, resolving issues, and promoting digital channels.

Key responsibilities

• Handle inbound and outbound calls, including callbacks, to understand and address banking queries.
• Provide excellent service to build customer loyalty and achieve KPI targets such as adherence, AHT, quality score, post‑call survey and NPS.
• Follow up end‑to‑end on customer issues and migrate customers to digital channels.
• Identify and convert sales opportunities to meet financial targets.
• Explain procedures and products clearly over the phone and capture feedback for product development.
• Perform root‑cause analysis and reverse charges or fees when necessary.

Required profile

• University graduate, preferably with finance, banking or maths background.
• 1–3 years of experience in a call‑centre or customer‑service environment.
• Strong customer focus, excellent listening and interpersonal skills.
• Fluent in English and Urdu/Hindi.
• Computer literate.

Required skills

What we offer

• Opportunity to work in a dynamic banking environment.
• Training and development to enhance your banking and sales expertise.
• Performance‑based incentives linked to KPI achievement.