CreditBank PNG is recruiting a suitable candidate for the role of Contact Centre & Customer Experience Officer.
The Contact Centre & Customer Experience Officer is responsible for handling all customer requests, queries and issues received through our various channels including but not limited to manual calls, email and social media.
Key responsibilities
Assist with the daily operations of the Contact Centre, including manual call initiatives and Digital channel activity by handling large volumes of inbound and outbound calls in a timely manner and following communication scripts and use knowledge of the company’s products and services to go off script when necessary.
Identify customer needs, research issues, resolve complaints, and provide solutions
Provide the highest degree of customer service to maximize quality service and customer retention. Foster, promote and contribute to a positive team environment.
Maintain ownership of customer requests through the Contact Centre, including follow-ups with escalation team.
Assist compile and monitor daily/weekly/monthly operational statistics and reports. Assist analyses trends, variances and problem situations. Assist with reporting on results, including production statistics, actual result to goal, and forecasting projections
Working with sales staff to follow up on leads generated from marketing campaigns
Coordinate with other departments to ensure that a complaint is resolved satisfactorily
Preparing reports summarizing complaint data for management review
Meet with clients to discuss complaints and offer solutions to any problems they may be experiencing.
Proactively deal with customer complaints and enquiries, ensuring end-to-end management with regular communication and feedback to customers.
Other duties
Other duties as required by the Manager Contact Centre & Customer Experience.
The duty statement may be amended from time to time to reflect the changing requirements of the position.
Key requirements
Key Competencies
Ensures accountability
Collaboration
Communicate effectively
Customer focus
Optimizes work processes
Personal Qualities
Must be a self-starter who can work independently.
Ability to think critically, analyses and interpret data and data structures.
Strong competency in developing and maintaining data and dashboards.
High attention to detail and outcome orientation.
Experience
Excellent verbal and written communication skills with strong interpersonal skills
Must be flexible, organized and can manage multiple priorities and meet strict deadlines
Excellent analytical skills
Possess strong problem-solving skills
Ability to work effectively in a demanding, team-oriented, and fast-paced environment
Working experience with contact Centre technology
Experience working with Microsoft Windows applications
Ability to work assigned/flexible hours necessary to complete the job on a weekly basis
Formal Qualifications
Mandatory:
University degree or Equivalent qualification
Application process:
If you think you have what it takes to be in this role, we would like to hear from you.
Applications close on Tuesday 23rd December 2025 and must provide the following:
A cover letter.
A current CV with the names of three (3) contactable referees
