Customer Support Officer

Roles and Responsibilities

• Delivering world-class customer support, resolving queries, and enhancing customer loyalty through exceptional service.

• Respond to customer inquiries across multiple channels (phone, digital secure message, chat, emails etc.,) with

professionalism and empathy.

• Ensure that customers who are experiencing, or may experience, vulnerability due to their personal circumstances, is

especially susceptible to harm receive good outcomes - identify, understand the impact and provide adequate support.

• Respond to all customer enquiries and process customer instructions, whether received by telephone, in writing, by e-mail

or made in person accurately, efficiently, professionally and within specified timescales.

• Collaborate with internal teams to ensure seamless service delivery and escalate as where necessary to ensure prompt

resolution.

• Conduct due diligence whilst reviewing documents or completing customer ID & verification and report suspicious activity

to Finance crime for further investigation and guidance.

• Process Improvement: Identify operational inefficiencies and suggest process improvements to enhance workflow,

customer journey and service quality.

• Training & Development: Complete mandatory training modules and attestations on time, staying updated on industry

regulations and best practices.

• Proactive approach to invest on self-development aligned to the career goal.

• Prepare and dispatch templated and bespoke manual letters and correspondence via emails.

• Volunteer and support the business during peaks to ensure the team achieves the required SLA expectation.

• Active participation in team engagement and CSR activities initiated by the team or people engagement group.

• Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.

• To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential

fraud, a health and safety issue, a breach of policies etc.,

Experience

• 18 -24 months previous experience working in an international call centre environment and servicing overseas customers is

essential

• Prior experience in customer service, sales or collections is highly valued
• Background in banking, retail, or contact centre environments is advantageous
• Demonstrated ability to thrive in fast-paced, high-pressure settings