Customer Service Operations Specialist (Contract)

About the role

We are looking for a Customer Service Operations Specialist to join our bank’s contact centre on a contract basis. The role involves handling customer enquiries across multiple channels, managing complex and escalated cases, and ensuring high‑quality service delivery while maintaining confidentiality of customer data.

Key responsibilities

• Follow up with customers via call, email, chat and other channels to resolve enquiries efficiently.
• Manage complex cases, including complaints and escalations, from start to finish.
• Collaborate with internal teams to ensure timely and quality resolution of escalated issues.
• Achieve personal and team Key Performance Indicators.
• Maintain confidentiality of the bank’s customers and data.
• Adhere to communication procedures, guidelines and policies.
• Perform other related duties as required.

Required profile

• Diploma or Bachelor’s degree in any field.
• At least 1 year of customer service experience in a call‑centre or contact‑centre environment.
• Experience in the financial services industry (banking or insurance) is an advantage.
• Excellent verbal and written communication and interpersonal skills.
• Ability to multitask, prioritize and manage time effectively.
• Willingness to work rotating shifts, including weekends and public holidays.

Required skills