✨ AI Summary
The Customer Service Officer will delight internal and external customers through phone, chat, and email interactions. Key responsibilities include understanding banking needs, providing excellent customer service to foster loyalty, resolving issues, converting sales opportunities to meet financial targets, explaining procedures and products, and capturing customer feedback. The role requires achieving KPIs related to adherence, CRD, AHT, quality score, post-call surveys, and NPS. The position operates in a call center environment, adhering to bank and direct banking center guidelines, and involves explaining retail banking products, performing root cause analysis, and processing reversals when necessary.