✨ AI Summary
The Customer Service Officer will be responsible for delighting internal and external customers over the phone through inbound and outbound calls. Key responsibilities include interacting with customers to understand their banking needs, providing excellent customer service, resolving problems, converting sales opportunities, explaining procedures and products, and capturing customer feedback. The role operates within a call center environment and involves explaining procedures and providing information regarding retail banking products, as well as root cause analysis and reversals of charges and fees when necessary. The goal is to achieve required KPIs related to adherence, CRD, AHT, quality score, post-call survey, and NPS.