Customer Service Representative, Chat

Job Summary

We are looking for a Customer Service Representative, Chat, to serve as a centralized support point for clients through their preferred communication channels (Click-to-Chat, phone, etc.). You will deliver precise and prompt information about products and services, address inquiries effectively, and maintain a consistently exceptional level of service quality.

Key Responsibilities

• Handle client enquiries via chat, phone and other digital channels in a professional manner.
• Provide accurate information on products and services tailored to client needs.
• Resolve client problems and complaints efficiently.
• Execute client instructions accurately and within agreed timelines.
• Identify opportunities to cross-sell relevant Bank products and services.
• Record client interactions and feedback for service and process improvement.
• Meet defined productivity, service quality and performance targets.
• Comply with departmental procedures, internal policies, AML standards and regulatory requirements.

Skills and Experience

• Experience in a contact centre, digital servicing or customer service role preferred.
• Strong communication skills (written and verbal) and good digital literacy.
• Customer-focused, with strong problem-solving skills and attention to detail.
• Ability to work in a fast-paced, target-driven, multi-channel environment.
• High level of integrity and commitment to ethical and compliant conduct.