Contact Centre Consultant Inbound, Regional Cash Management Business Call Centre

Malaysia, Malaysia

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Key Responsibilities

PRIMARY ROLE :

Manage enquiries from internal & 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 customer on the outcome.
Highlight IT / system related issues to the 2nd level 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 1 View and manual excel sheet.
Perform outbound calls for follow up and ad hoc operational needs.
Escalate pending customer issues (unresolved cases ) to team leader by end of day.

BACK UP ROLE :

Perform file checking to ensure file uploaded by customer has no error.
Perform troubleshoot with IT department to resolve system defects/bugs.
Act as a reference for all product related issues reported by customers to the 1st level team.
Provide feedback to the product team on any required/proposed enhancements.
Liaise with relevant business units for issue resolution.
Perform outbound calls for follow up and ad hoc operational needs.
Monitor any system issue and report the same to the ICS Support & IT department.
Escalate pending customer issues (unresolved cases ) to team leader by end of day

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