Contact Centre Consultant

3 weeks ago

Malaysia CIMB Group Full time

**JOB DESCRIPTION**
**JOB TITLE**
**POSITION : Call Agent, Inbound Call Centre, Consumer Contact Centre**
**Grade **U8.C/U9.C/C9.C/G33
**Location **Plaza Damansara & Plaza Pantai
**Reports To **Team Leader, Inbound Call Centre, Consumer Contact Centre
**Other Reporting Relationships **NA
**Subordinates **nil
**Job Purpose **Entry level to junior experience hire responsible for receiving or/and making calls to be able to respond to client concerns/ request. Professionals in these jobs would undergo extensive process/product training and behavioural training prior to taking/making calls.

This process involves managing and resolving client queries/issues. This group of professionals will form the primary layer of customer contact. They are required to resolve the queries /direct unresolved queries to the appropriate group. These professionals are required to have a broad understanding of all the products/services portfolio of the organization to aid in responding to queries.
**Key Products **All Banking products and/or Credit Card related products for Malaysia
**Key Responsibilities **Inbound Call Centre Management (Customer Perspective)
- Handle and resolve incoming calls (including product enquiries, service request, feedback & complaints) as per contact centre standard operating procedures and CIMB guidelines
- Perform the required verification prior to proceeding with updating of customer’s information, fulfilling customer's requests or providing account information as requested by customers
- Identify and escalate complex/unresolved case to relevant parties
- Update customer on case status and outcome through phone
- Ensure calls are appropriately logged and supported by proper documentation as required
- Make outbound calls to customers as per standard operating procedures for identified processes **Key Performance Indicators **Service Level, Quality Fatal/Non Fatal/AHT/ATA/ATS/Compliance/Complaint and Compliments **Qualification**

**Experience **For diploma/degree holders, a minimum of 1 year of relevant experience is required. For non diploma/degree holders, a minimum of 2 years of relevant experience is required. Individuals with prior experience in customer service and/or Financial Services is preferred.
**Education & Training**
**(or Equivalent)**
**Skill / Competencies**

**_*To be updated based on Competency Model _**1) Computer Literacy (Essential)
- Proficient in MS Office (Word, PowerPoint, Excel)
- Standard computer operating systems (MS Windows)

2) Communication Skills - Conversational (Essential)
- Ability to listen, probe and understand customer issues/requirements
- Ability to communicate effectively with customers using appropriate, clear and concise language

3) Communication Skills - Written (Essential)

4) Language Skills (Essential) - Fluency in English language (Verbal & Written), Fluency in Bahasa Malaysia (Verbal)

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