Contact Centre Consultant - Inbound, Transaction Banking - Business Call Centre MY

Contact Centre Consultant - Inbound, Transaction Banking - Business Call Centre MY

Malaysia

Job 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

Job Info

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