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Contact Centre Consultant
CIMB Bank BerhadKuala Lumpur, Kuala Lumpur, Malaysia1 day ago
Job descriptionComputer 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). Applicable to Malaysian citizen only. Fresh graduates are encouraged to apply.
Contract period : 1 year
Office location : CIMB Hub, Jalan Sultan Ismail
Candidate is required to work on 24-hour-rotation shift.
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.
Job requirements
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Centre • Kuala Lumpur, Kuala Lumpur, Malaysia