Senior Customer Service Agent - After Hours Support

Job Mission / Objective

Provide professional, high-quality customer service telephonically, ensuring seamless support outside of standard business hours. Lead by example in assisting customers with banking services, digital platforms, and urgent queries while supporting team performance and delivering exceptional service that exceeds expectations and fosters customer loyalty.

Requirements

Customer Service Inbound

• Handle complex customer queries, complaints, and escalations in line with SLA requirements
• Provide telephonic and digital (email/chat) support to customers after hours
• Manage and allocate queries within the Customer Service Mailbox to ensure SLA compliance
• Provide customers with accurate information on bank products and services
• Maintain high service standards aligned to CSAT, NPS, and FCR targets
• Ensure accurate logging of all interactions and escalations...