Customer Service Officer

Key Responsibilities

1. Handle outbound calls on customer retention requests to understand concerns and reduce attrition.
2. Educate customers on product features, processes, and applicable charges.
3. Coordinate with branch and internal teams for timely resolution of customer queries.
4. Promote relevant cross-sell and upsell opportunities to retained customers.
5. Accurately update customer interactions and call outcomes in CRM and dialer systems.
6. Issue prepayment/closure letters for customers opting not to continue with the product.
7. Ensure regular follow-ups and drive cases to closure within defined timelines.
8. Deliver excellent customer service while maintaining retention and quality targets.

Preferred candidate profile

• 1 Should have fair knowledge of working on Ms. office tools
• 2 Excellent communication skills
• 3 Proficient in reading writing English language