About Company
Mauritius Commercial Bank (MCB) is a leading financial institution in Mauritius and a prominent player in the regional banking sector. With a rich history spanning over two centuries, MCB is committed to providing innovative financial solutions and exceptional customer service. We pride ourselves on our customer-centric approach, fostering a dynamic and supportive environment where our employees can thrive and make a tangible impact. Joining MCB means becoming part of a legacy of excellence and a future of growth, contributing to the financial well-being of individuals and businesses across the region. We believe in nurturing talent and offering opportunities for professional development within a culture that values integrity, collaboration, and innovation.
Job Description
Are you a naturally empathetic communicator with a knack for problem-solving? Do you thrive in a fast-paced environment where every interaction is an opportunity to make a difference? Mauritius Commercial Bank (MCB) is seeking enthusiastic and dedicated Call Center Agents to join our vibrant Customer Service team in Curepipe. In this pivotal role, you will be the voice of MCB, providing unparalleled support to our valued customers across a spectrum of banking queries and needs.
As an Inbound & Outbound Call Center Agent, you will primarily handle incoming calls from customers seeking assistance with account inquiries, transaction details, product information, technical support, and general banking guidance. You will listen attentively, diagnose issues accurately, and provide clear, concise, and effective solutions, always aiming for first-call resolution. Simultaneously, you will engage in outbound calls for various purposes, including follow-ups on service requests, conducting service quality checks, gathering customer satisfaction feedback, and proactively informing customers about new products, services, or important updates. All interactions must be conducted with the highest standards of professionalism, courtesy, and customer care, reflecting MCB’s commitment to service excellence.
Your responsibilities will also include accurately documenting all customer interactions, feedback, and resolutions in our CRM system, ensuring data integrity and contributing to a comprehensive customer profile. You will be expected to identify and escalate complex or unresolved issues to the appropriate internal departments, following established protocols to ensure timely resolution. This role is perfect for individuals who possess excellent verbal communication skills, strong active listening abilities, and a genuine desire to assist others. We are looking for candidates who can remain calm under pressure, demonstrate strong negotiation skills when needed, and have a meticulous approach to detail. You’ll undergo comprehensive training to equip you with in-depth knowledge of MCB’s products, services, and systems, empowering you to confidently address customer concerns and contribute to our commitment to service excellence. If you are passionate about customer service and ready to build a rewarding career with a leading financial institution, we encourage you to apply.
Key Responsibilities
- Handle a high volume of inbound calls efficiently, addressing customer inquiries, complaints, and requests with professionalism and empathy.
- Conduct outbound calls for follow-ups, service quality checks, customer satisfaction surveys, and informing customers about new products or services.
- Provide accurate information regarding MCB products, services, and policies to ensure customer understanding.
- Resolve customer issues and complaints effectively and efficiently, escalating complex cases to the appropriate departments when necessary.
- Accurately document all customer interactions, feedback, and resolutions in the CRM system.
- Maintain a high level of product and service knowledge to ensure first-call resolution and consistent service delivery.
- Adhere to all company policies, procedures, and regulatory requirements related to customer service and data protection.
- Contribute to team goals by achieving individual and team performance targets (KPIs) for call quality, handling time, and customer satisfaction.
- Identify opportunities to improve customer experience and communicate valuable feedback to management for process enhancement.
Required Skills
- Excellent verbal and written communication skills in English and French.
- Strong active listening and problem-solving abilities with a customer-centric mindset.
- Proficiency in using computer systems and navigating various software applications, including Microsoft Office Suite.
- High degree of empathy, patience, and a positive, helpful attitude.
- Ability to work effectively in a fast-paced, target-driven environment while maintaining composure.
- Strong organizational skills and meticulous attention to detail.
- Resilience and ability to handle challenging customer interactions constructively and professionally.
- Flexibility to work shifts, which may include evenings, weekends, and public holidays, as per operational needs.
Preferred Qualifications
- Previous experience (at least 6 months) in a call center, customer service, or banking environment.
- Familiarity with CRM software and banking systems.
- Proficiency in a third language (e.g., Hindi, Mandarin, Creole) is a distinct advantage.
- A post-secondary qualification (e.g., Diploma or Degree) in a relevant field such as Business Administration, Finance, or Marketing.
Perks & Benefits
- Competitive monthly salary and performance-based incentives.
- Comprehensive training and ongoing professional development programs.
- Opportunities for career growth and advancement within a leading financial group.
- Attractive health and wellness benefits package.
- Transport allowance and other employee welfare programs.
- A supportive, collaborative, and dynamic work environment.
- Employee discounts on banking products and services.
- Paid time off and public holidays.
How to Apply
Ready to embark on a fulfilling career with Mauritius Commercial Bank? We invite you to apply by clicking on the link below. Please ensure your resume highlights your customer service experience, language proficiencies, and relevant skills. We look forward to reviewing your application!