Customer Service Project

ResponsibilitiesServe customers visiting the branch in accordance with established SOPsHandle customer inquiries and requests through multiple channels, including live chat, email, and phone callsAddress customer complaints, provide appropriate solutions, and explain Bank Amar’s products and servicesDocument customer complaints and requests accuratelyConduct customer identity verification through video calls in accordance with applicable SOPs and regulationsIdentify suspicious activities or potential fraud, perform additional checks when necessary, and escalate findings to the supervisor or Fraud Investigation UnitIdentify technical issues during video call verification and escalate them when necessaryProvide backup support to other Customer Service Representatives (CSRs) as assignedPerform other customer service-related duties as assigned by the direct supervisorRequirementsMinimum Bachelor’s degree (S1); Minimum 1 year of experience in customer service or call center roles, preferably in banking, fintech, or e-commerceExperienced in handling customer inquiries through multiple channels, including live chat, email, and phone callsWilling to work in shifts (24/7)Good administrative skills and attention to detailCustomer-oriented with strong communication skillsGood problem-solving skills and the ability to handle customer objectionsAble to identify suspicious activities and escalate concerns appropriatelyWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.