Associate - Call Centre

The Associate – Call Centre is responsible for providing first line support to customers contacting the bank by phone, e-mail and other channels in a professional and timely manner.

The Associate – Call Centre is responsible for providing first line support to customers contacting the bank by phone, e-mail and other channels in a professional and timely manner and ensure at all times to protect the bank’s image and contribute in the achievement of the bank ‘s goals and objectives. 

KEY RESPONSIBILITIES:

• Handle inbound and outbound calls in a professional, courteous and timely manner.
• Respond to customer inquiries related to accounts, transactions, cards and digital banking products
• Resolve customer complaints and escalate complex issues to the appropriate department
• Provide accurate information on banking products, services, fees, etc.
• Ensure strict compliance with security, confidentiality and regulatory requirements (e.g. data protection, etc.)
• Update and maintain accurate records, statistics, etc.
• Identify opportunities to promote relevant banking products and services (cross selling / upselling).
• Maintain high standards of customer experience and meet service level targets.
• Handle queries / requests on Internet Banking, MauBank WithMe, etc., as well as MauBank Cards – Activation, Unlock PIN, Stop Card, card queries, etc.

PREREQUISITES:

• Minimum qualifications: Higher School Certificate (HSC) or equivalent
• Minimum 1 year experience in a Call Centre / BPO / Customer service role.
• Experience of having worked in a bank or any financial institution would be an advantage.
• Excellent communications skills (both verbal and written). Fluency in English and French.
• Strong listening skills and customer–oriented mindset.
• Good problem solving and conflict resolution abilities.
• Willingness to work on shifts, including week ends and public holidays.

SKILLS:

• Good Communications Skills, both in English and French.
• Active listening skills – ability to fully understand customer needs / concerns
• Strong focus on delivering excellent customer experience & building customer satisfaction.
• Problem Solving and Analysis – Ability to analyze issues quickly and provide effective solutions.
• Prompt and good time keeper
• Able to create a positive interaction with customers
• Patient and polite – ability to build rapport, show empathy and handle different types of customers
• Ability to remain calm and professional under pressure or when handling difficult customers
• Ability to collaborate effectively with colleagues and support team objectives.