Job Description

JOB DESCRIPTION


JOB TITLE
POSITION : Call Agent, Inbound Call Centre, Consumer Contact Centre


Grade
U8.C/U9.C/C9.C


Location
Plaza Damansara & CIMB Hub


Reports To
Team Leader, Inbound Call Centre, Consumer Contact Centre


Other Reporting Relationships
NA


Subordinates
nil


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 Products
All Banking products and/or Credit Card related products for Malaysia



Key Responsibilities


Inbound Call Centre Management (Customer Perspective)
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 Performance Indicators
Service Level, Quality Fatal/Non Fatal/AHT/ATA/ATS/Compliance/Complaint and Compliments


Qualification
Note: The qualifications indicated are the ideal requirements for the position. Exceptions may apply to internally promoted staff based on performance.
Diploma/Degree holder in any discipline. Non diploma/degree holders acceptable as long as they have sufficient minimum experience as outlined below.







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.


Education & Training (or Equivalent)



Skill / Competencies

To be updated based on Competency Model
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)