Contact Centre Consultant

2 days ago

Malaysia CIMB Group Full time 30,000 - 40,000 per year
Description

JOB DESCRIPTION

JOB TITLE
POSITION : Call Agent, Inbound Call Centre, Consumer Contact Centre

Grade
U8.C/U9.C/C9.C/G33

Location
Plaza Damansara & CIMB HUB

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

*Note: The qualifications indicated are the ideal requirements for the position. Exceptions may apply to internally promoted staff based on performance.
Diploma/Degree holder in any discipline. Non diploma/degree holders acceptable as long as they have sufficient minimum experience as outlined below.

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)

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

Communication Skills - Written (Essential)

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

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