Contact Centre Consultant Inbound, Consumer Contact Centre Bank Call Centre My
Job Description
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
gradmalaysia
MNCJobz.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD927437
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationMalaysia, Malaysia
-
EducationNot mentioned