Customer Service Agent

About the role

The Customer Service Agent provides high‑quality telephone support to Retail and Business Banking clients, ensuring a smooth and secure experience across the bank’s digital channels. The role combines front‑line problem solving with administrative duties to maintain service standards and regulatory compliance.

Key responsibilities

• Handle inbound customer calls, resolve complaints and technical issues within defined SLAs.
• Manage the Customer Service mailbox, responding promptly to enquiries and tracking turnaround times.
• Provide accurate information on the bank’s products, services and digital platforms, including card activation, PIN resets and secure transaction requests.
• Assist customers with Internet Banking and Mobile Banking registration, authentication, and usage.
• Log, track and follow up on system‑related incidents (e.g., airtime and electricity purchases) with third‑party providers and internal IT teams.
• Record all interactions in compliance with regulatory and audit requirements.
• Identify recurring issues, escalating process gaps to improve service delivery.

Required profile

• Strong customer‑centric attitude with excellent telephone communication skills.
• Ability to investigate and resolve queries quickly while adhering to SLAs.
• Knowledge of banking regulations (e.g., FAIS, Treating Customers Fairly) and internal quality standards.
• Attention to detail for accurate data entry and documentation.
• Proactive approach to identifying and escalating systemic issues.

Required skills

• Internet Banking applications
• Mobile Banking applications

What we offer

• Opportunity to work in a dynamic banking environment.
• Continuous training on digital banking platforms and compliance.