Contact Center Consultant

Application Dates
Applications open
3 May 2021
Applications closing
21 May 2021
Opportunity Overview
Type Graduate Jobs (Full-time)
Location
Kuala Lumpur
Start date
Academic requirements
Level of Study
University undergraduate

As Contact Center Consultant, you will handle and resolve incoming calls (including product enquiries, service request, feedback & complaints) as per contact center standard operating procedures and CIMB guidelines.

Responsibilities

  • Handle and resolve incoming calls (including product enquiries, service request, feedback & complaints) as per contact center 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

Requirements

  • Diploma / Bachelor’s Degree holder in any discipline. Non-diploma/degree holders acceptable as long as they have sufficient minimum experience as outlined below.
    *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.
  • Computer Literacy (Essential)
  • Communication Skills - Conversational (Essential)
  • Communication Skills - Written (Essential)
  • Language Skills (Essential) - Fluency in English language (Verbal & Written), Fluency in Bahasa Malaysia (Verbal)