Contact Centre Consultant - Inbound, Consumer Contact Centre - Card Call Centre - Inbound MY

 

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

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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

*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)

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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