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Associate - Call Centre

The Associate – Call Centre will provide first-line support to customers contacting the bank by phone, email, and other channels in a professional and timely manner, and will ensure, at all times, that the bank’s image is protected and contribute to achieving the bank's goals and objectives.  

Main duties



  • 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 of 1 year experience in a Call Centre / BPO / Customer service role.
  • Experience working in a bank or other financial institution is an advantage.
  • Excellent communication skills (both verbal and written). Fluency in English and French.
  • Strong listening skills and a customer–oriented mindset.
  • Good problem-solving and conflict resolution abilities.
  • Willingness to work on shifts, including weekends 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 an excellent customer experience & building customer satisfaction.
  • Problem Solving and Analysis – Ability to analyse issues quickly and provide effective solutions.
  • Prompt and good timekeeper.
  • 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.
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