Contact Centre Consultant Inbound, Transaction Banking Business Call Centre My

Malaysia, Malaysia

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Job Category: Customer Support/Operations
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Handle inbound calls from customers e.g. supporting products and services advisory or operational related queries
Make outbound calls to customers e.g. call back for key customers, call back confirmation on inward Telegraphic Transfer purpose code, cross selling
Manage service issues resolution and complaints from customers
Collate and analyze call data for service and product improvements and training needs
Manage inquiries from internal and 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 the customer on the outcome
Highlight system related issues to Technical Support 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 RUBIK (Customer Relationship Management) and manual excel sheet, if any
Perform outbound calls for follow up and ad hoc operational needs
Escalate pending customer issues to team leader by end of day
Ensure clients' inquiries and complaints are being handled accurately in a timely manner as per SLA
Ensures compliance to regulatory requirements and CIMB Bank and Group policies and procedures