Contact Centre Consultant - Inbound, Consumer Contact Centre - Card Call Ce at CIMB Group Malaysia

, , Malaysia -

Full Time

Start Date

Immediate

Expiry Date

28 Jan, 26

Salary

0.0

Posted On

30 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Computer Literacy, Communication Skills - Conversational, Communication Skills - Written, Language Skills

Industry

Banking

Description

Organisation Structure Job Title (Y.O.D.A title) * Contact Centre Consultant Entity Division * Consumer Banking Department * Consumer Business Support Section * Consumer Contact Centre Unit * - Job location Menara CIMB & Plaza Damansara & Kenanga International 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 Responsibilities * * 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 Dimension of Impact * Service Level, Quality Fatal/Non Fatal/AHT/ATA/ATS/Compliance/Complaint and Compliments Job Specification * Qualifications (Basic Degree/Diploma etc) Diploma/Degree holder in any discipline. Non diploma/degree holders acceptable as long as they have sufficient minimum experience as outlined below. Professional Qualification and/or Regulatory, Licensing requirements Nil Relevant Work 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. Required Competencies and Skills * Competencies/Skills (Essential to succeed in this job) 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) Travel Requirements (if any) Frequency (Incl typical Destinations and Duration) Very Minimal

Responsibilities

The Contact Centre Consultant is responsible for handling and resolving incoming calls related to product inquiries, service requests, feedback, and complaints. They must manage client queries effectively and escalate complex issues as necessary.