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 23^rd December 2025 and must provide the following:

• A cover letter.
• A current CV with the names of three (3) contactable referees

Applications must be addressed to:

The Head of People & Culture

Credit Corporation (PNG) Limited

P O Box 1787

Port Moresby, 121

National Capital District

Applications can be emailed to [email protected]