Job 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)

CIMB