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\xe2\x80\x99s 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)