Contact Centre Consultant Inbound, Regional Cash Management Business Call Centre

Malaysia, Malaysia

Job Description


:

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

CIMB

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Job Detail

  • Job Id
    JD989405
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Malaysia, Malaysia
  • Education
    Not mentioned