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Contact Centre Consultant - Inbound, Transaction Banking - Business Call Ce at CIMB Group Malaysia

, , Malaysia -

Full Time

Start Date

Immediate

Expiry Date

27 Jan, 26

Salary

0.0

Posted On

29 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Call Handling, Complaint Resolution, Data Analysis, Cash Management, Trade Products, Telegraphic Transfer, CRM, Excel, Outbound Calls, Service Improvement, Regulatory Compliance, Technical Support, Manual Crediting, Payment Processing, Communication

Industry

Banking

Description

Handle inbound calls from customers e.g. supporting products and services advisory or operational related queries Make outbound calls to customers e.g. call back for key customers, call back confirmation on inward Telegraphic Transfer purpose code, cross selling Manage service issues resolution and complaints from customers Collate and analyze call data for service and product improvements and training needs Manage inquiries from internal and external business customers pertaining to all cash management products, trade products and all non individual banking products via phone/email Resolve customer complaints/issue by following up with the required department and reverting back to the customer on the outcome Highlight system related issues to Technical Support team for further investigation Attend to customer’s request for manual crediting, stop payment, statement request, credit/debit advise, cheque details etc. Capture customer interaction via RUBIK (Customer Relationship Management) and manual excel sheet, if any Perform outbound calls for follow up and ad hoc operational needs Escalate pending customer issues to team leader by end of day Ensure clients’ inquiries and complaints are being handled accurately in a timely manner as per SLA Ensures compliance to regulatory requirements and CIMB Bank and Group policies and procedures

Responsibilities

The Contact Centre Consultant will handle inbound calls from customers, addressing product and service inquiries, and manage service issues and complaints. Additionally, the role involves analyzing call data for service improvements and ensuring compliance with regulatory requirements.