Contact Centre Consultant

Job Description:

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

Job Requirements
Minimum Education
Diploma

Diploma/Degree holder in any discipline
Individuals with prior experience in customer service and/or Financial Services is preferred.
Able to communicate in English and Bahasa Malaysia. Ability to speak in Mandarin or any other 3rd language will be an added advantage
Fresh graduates are welcomed to apply
Must be willing to work on 24h rotational shift