Contact Center Officer

Job Description The Contact Centre Officer is responsible for delivering high-quality and consistent customer support across all customer interaction channels, including inbound and outbound calls, emails, online chat, webforms, digital platforms, and any other communication channel available in the Contact Center, within a 24/7 shift-based operational environment.

The role focuses on handling customer inquiries, requests, feedback, and complaints; managing and resolving cases through the CRM system; and ensuring adherence to approved service quality standards, customer experience guidelines, and data privacy requirements.

The Contact Centre Officer leverages digital and AI-enabled tools to support efficient case handling, improve response accuracy, and enhance overall customer experience, while ensuring human validation, professionalism, and customer satisfaction across all touchpoints.

• Handle customer inq...