Customer Service Representative | Contact Centre BU | Retail Banking SBU | November 2025

Job DescriptionEmbark on a journey within Contact Centre BU to be part of its endeavor to provide a unique and permanent point of contact for customers and partners of MCB Bank & Group for information, assistance and support.We Are On The Lookout ForJob vacancy: Customer Service Representative Your responsibility will be to inform and assist customers through voice and written interactions and provide at the same time great customer service skills, ever-readiness to address issues and offer information to cater for the needs of our customers.In this role you will, Provide high quality and timely service to customers and provide advice on available channels in view of improving the customer satisfaction level; Promote utilisation of alternative channels to enhance operational efficiency and customer experience Adhere to the complaints handling process in order to mitigate Bank's reputational risks and achieve customer satisfaction; Proactively propose appropriate products & services on a needs basis and refer to appropriate segment to enhance the customer experience and optimise sales leads; Identify opportunities to drive new business and support customer retention. Responsibilities include processing cases, managing complex inquiries, and investigating and resolving customer issues; Record follow-up actions and update the Customer Relationship System (CRM) after each customer interaction to maintain accurate data, support effective call planning, and enhance customer retention and business development efforts. To succeed, you will be required to demonstrate the following competencies: Anticipating and adopting innovations in business-building digital and technology applications; Building strong customer relationships and delivering customer-centric solutions; Holding self and others accountable to meet commitments; Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder; Maneuvering comfortably through complex policy, process, and people-related organizational dynamics; Planning and prioritizing work to meet commitments aligned with organizational goals; Building partnerships and working collaboratively with others to meet shared objectives; We are looking for candidates who have a minimum of:EITHER A Diploma in Management, Business Management , Communication or any relevant field; 2 years’ of working experience in a Call Centre or Business Process Outsourcing services (BPO); OR A Higher School Certificate; 3 years’ of equivalent experience in a Call Centre or Business Process Outsourcing services (BPO). You Will Be Required To Work on a shift system/odd hours during the week and weekends. A combination of both qualification & experience will be considered.Should this opportunity match your career aspirations, skills and competencies, click on ‘Apply’ to complete your online application.Please ensure all required information is accurately entered in relevant sections. Any incomplete application will not be considered. Kindly attach a complete CV when applying.Candidates going through the selection process during the recruitment exercise will be required to provide two professional references.As part of the recruitment process, shortlisted candidates(s) will be required to provide a valid Certificate of Character of less than 3 months.The deadline for submission of application is 01 December 2025. The Management reserves the right not to appoint anyone following this advert.