Customer Experience Officer

About the role

The Customer Experience Officer ensures high‑quality service by handling inquiries, processing financial transactions, and promoting the company’s products. This role supports customer satisfaction while meeting branch sales and growth targets.

Key responsibilities

• Perform cash‑in and cash‑out transactions, deposits, withdrawals, transfers, bill payments and remittances accurately.
• Balance and reconcile daily cash, maintain proper cash handling and security procedures.
• Welcome customers, address inquiries, complaints and service requests, and guide them through onboarding and account updates.
• Identify cross‑selling and upselling opportunities, promote wallets, cards, remittances and other financial solutions.
• Record and track customer requests via the ticketing system and collect feedback for service improvement.

Required profile

• Bachelor's degree in business management or a related field.
• At least 2 years of experience in customer service, retail, banking or a similar environment.
• Professional proficiency in the local language and English.
• Strong analytical, problem‑solving, attention‑to‑detail and organizational abilities.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using customer service systems for ticketing and transaction processing.