Trainee - Call/Contact Centre

The Call /Contact Centre is an important channel allowing access to customers looking for the Bank. This channel has evolved as a crucial Unit endeavouring to provide exceptional customer service and support at all times.

The Call /Contact Centre is an important channel allowing access to customers looking for the Bank. This channel has evolved as a crucial Unit endeavouring to provide exceptional customer service and support at all times.

As part of the growth strategy of the bank, additional resources are being required to cater for these needs and meet the corporate objectives. This position is on contractual basis for 11 months.

KEY RESPONSIBILITIES:

• The key responsibilities are not limited to the following:
•  Attending to customer calls and queries by phone and email.
• Daily updating of statistics for tasks handled.
• Card activation, Stop card and Pin Reset
• Tasks related to Internet Banking and MauBank mobile banking application WithMe.
• Call back for Payments, Risk Reports, KYC update, A/C Reactivation and Others.
• Any other ad-hoc duties.

 PREREQUISITES:

• Minimum HSC qualification. Degree in Banking / Finance or any relevant field, acceptable to the bank would be an advantage.
• Minimum of 1 year working experience in the banking sector / Call/Contact Centre/BPO would be an advantage.
• Knowledge of Banking products & Services, customer service and regulatory requirements would be an advantage

SKILLS:

• Strong computer proficiency with Microsoft Office (MS Word, Excel, etc)
• Excellent oral and written communication skills (French & English).
• Active listener, proactive and solution driven
• Good telephone/Interpersonal skills
• An exceptional team player with ability to drive business and deliver strong results
• Ability to work under pressure and self-motivated
• Pay attention to details – ability to work and deliver accurately, within deadlines
• Ability to provide first line support to customer complaints in a professional manner
• Prompt and good time keeper