Call Center Customer Service Representative

Duration: 3-4 months 

 

Requirements

General Function: The Call Center Customer Service Representative is responsible for handling customer telephone calls in English while delivering exceptional customer service. The role focuses on resolving customer inquiries efficiently during the first interaction, educating customers on bank products and services, and identifying opportunities to upsell and cross-sell based on customer needs. The position requires adherence to the bank’s policies, procedures, and risk framework to ensure a positive and compliant customer experience.

Key Responsibilities:

Handle inbound customer calls in a professional and courteous manner

Communicate fluently in English

Provide accurate information regarding banking products, services, and policies

Resolve customer inquiries during the initial call without unnecessary transfers

Complete required follow-ups within committed timelines

Maintain strict customer confidentiality and comply with departmental policies

Accurately enter, update, and verify customer information in internal systems

Initiate and complete documentation and request forms as required

Effectively use computer systems for call tracking, troubleshooting, and data entry

Educate customers on bank products and services, including upselling and cross-selling when appropriate

Identify and suggest improvements to processes that enhance productivity and customer satisfaction

Continuously update knowledge of banking products, services, and procedures

Perform additional duties as assigned

High school diploma or equivalent required

Basic computer skills with the ability to perform data entry

Knowledge of banking products and procedures is an advantage

Prior customer service or call center experience preferred

Excellent verbal communication and telephone etiquette

Strong problem-solving skills and customer-focused attitude

Ability to work in a fast-paced, onsite call center environment