Digital Customer Care Officer

Job Summary

Role and Responsibilities:

• Handle inbound customer queries, complaints, and requests within strict time limits set by management, using empathy and professionalism.
• Escalate complex issues to supervisors or relevant departments, monitor follow-ups, and update records in complaint tracking systems.
•  Provide accurate information on UBL products/services (e.g., accounts, cards, digital banking), assist with basic transactions, and identify cross-sell opportunities.
• Maintain confidentiality, comply with bank policies/regulations, and contribute to team goals for service metrics like resolution time and satisfaction scores.
• For specific postings, handle Balochi/Urdu-speaking customers, support forms/transactions, and aid priority clients like seniors.

Required Skills

Skills and Qualification:

• Strong communication and problem-solving for digital interactions; sales persuasion and rapport-building.
• Familiarity with CRM systems, banking products, and compliance; multitasking in fast-paced environments.
• Customer empathy, product knowledge, and target-oriented mindset.
• Excellent verbal/written communication in Urdu/English (Balochi fluency preferred for some roles); active listening and problem-solving.
• Customer-centric mindset, multitasking under pressure, teamwork, and a positive "can-do" attitude.
• Basic computer proficiency (CRM systems, MS Office) and adaptability to learn banking software quickly.