Customer Service Officer at Domeo Resources International (DRI)

Job Summary

• The Customer Service Officer plays a pivotal role in ensuring excellent customer experience by effectively handling inquiries, complaints, and requests.
• The CSO acts as the first point of contact for clients, fostering strong relationships, enhancing customer loyalty, and supporting the bank’s growth and operational objectives.

Key Responsibilities

• Serve as the primary point of contact for customers, addressing inquiries via phone, email, chat, or in-person.
• Resolve complaints efficiently and escalate complex issues appropriately, ensuring adherence to bank policies and procedures.
• Educate customers on banking products and services, assisting them in making informed financial decisions.
• Maintain accurate and up-to-date customer records, logs, and documentation in line with compliance standards.
• Collaborate with internal departments (e.g., Operations, Marketing, Deposits, and Credit) to ensure seamless customer experience.
• Monitor and follow up on customer feedback, recommending improvements to service processes.
• Meet or exceed Key Performance Indicators (KPIs) related to customer satisfaction, response times, and service quality.
• Support onboarding of new clients and assist in resolving transaction disputes or service-related issues.
• Participate in training sessions to stay current on products, services, and regulatory changes.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Marketing, Finance, or related field.
• 2–4 years of proven experience in customer service, preferably in banking, microfinance, or financial services.
• Strong understanding of banking products, processes, and compliance requirements.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and customer relationship management (CRM) software.

Skills & Competencies:

• Exceptional communication (verbal and written) and interpersonal skills.
• Strong problem-solving, analytical, and conflict resolution abilities.
• Customer-centric mindset with a commitment to delivering excellent service.
• Patience, professionalism, and the ability to handle challenging situations calmly.
• Adaptable and capable of working under pressure in a fast-paced environment.
• Team-oriented, with the ability to collaborate effectively across departments.
• Attention to detail and strong organizational skills.

Key Attributes:

• Professional appearance and demeanor.
• High integrity and ethical standards.
• Ability to maintain confidentiality of sensitive information.
• Initiative and proactivity in resolving customer issues.