Senior Officer – Digital Customer Support & Communication

Title: Senior Officer – Digital Customer Support & Communication

Department: Operations (Call Center)

Job Overview

We are seeking a customer-focused and digitally savvy Senior Officer – Digital Customer Support & Communication to manage customer interactions through the Bank’s In-App Chat platform and support customer communication initiatives through Push Notifications and SMS channels. The role is responsible for delivering exceptional customer service, ensuring timely issue resolution, coordinating stakeholder communications, and maintaining compliance with service standards and regulatory requirements.

Key Responsibilities

• Provide timely, accurate, and professional support to customers through the Bank’s In-App Chat platform.
• Handle customer queries, requests, complaints, and concerns in line with approved policies and procedures.
• Ensure timely escalation and follow-up of unresolved customer issues with relevant departments.
• Monitor response and resolution timelines to ensure adherence to defined service level agreements (SLAs).
• Draft, review, and coordinate customer communications through Push Notifications and SMS channels.
• Manage customer communication campaigns, service alerts, updates, and notifications after obtaining required approvals.
• Maintain records and trackers for customer interactions, escalations, notifications, and communication activities.
• Coordinate with Product, Technology, Operations, Marketing, Compliance, and other stakeholders to ensure effective customer communication.
• Identify recurring customer issues and recommend process improvements to enhance customer support and experience.
• Prepare periodic reports on chat volumes, SLA performance, customer concerns, and communication activities.
• Ensure compliance with Bank policies, SOPs, regulatory requirements, and information security standards.

Experience Required

• 1–3 years of relevant experience in Customer Service, Contact Center Operations, Digital Customer Support, Customer Experience, or Digital Banking.
• Experience handling digital customer interactions and communication channels will be preferred.

Educational Background Required

• Bachelor’s degree from an HEC-recognized university in Communications or a related discipline.

Skills & Competencies

• Digital Customer Support & Customer Communication Management
• Chat and Ticket Management Systems
• Push Notification & SMS Communication Management
• CRM, Contact Center, and Ticketing Platforms
• Reporting, MIS, and Data Analysis
• Process and Policy Compliance
• Microsoft Excel and PowerPoint proficiency

Raqami is committed to building a diverse, equitable, and inclusive workplace. We welcome applications from qualified candidates of all backgrounds and are dedicated to providing equal employment opportunities for all.

Last date to apply: September 11, 2026