JOB TITLE- POSITION : Call Agent, Inbound Call Centre, Consumer Contact Centre- Grade- U8.C/U9.C/C9.C- Location- Plaza Damansara & CIMB Hub & Menara CIMB- Reports To- Team Leader, Inbound Call Centre, Consumer Contact Centre- Other Reporting Relationships- NA- Subordinates- nil- Job Purpose- Entry level to junior experience hire responsible for receiving or/and making calls to be able to respond to client concerns/ request. Professionals in these jobs would undergo extensive process/product training and behavioural training prior to taking/making calls.- This process involves managing and resolving client queries/issues. This group of professionals will form the primary layer of customer contact. They are required to resolve the queries /direct unresolved queries to the appropriate group. These professionals are required to have a broad understanding of all the products/services portfolio of the organization to aid in responding to queries.- Key Products- All Banking products and/or Credit Card related products for Malaysia- Key Responsibilities- Inbound Call Centre Management (Customer Perspective)- Handle and resolve incoming calls (including product enquiries, service request, feedback & complaints) as per contact centre 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- Key Performance Indicators- Service Level, Quality Fatal/Non Fatal/AHT/ATA/ATS/Compliance/Complaint and Compliments- Qualification- Diploma/Degree holder in any discipline. Non diploma/degree holders acceptable as long as they have sufficient minimum experience as outlined below.- Experience- 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.- Education & Training (or Equivalent)- Skill / Competencies- To be updated based on Competency Model- 1) Computer Literacy (Essential)- Proficient in MS Office (Word, PowerPoint, Excel)- Standard computer operating systems (MS Windows)2) Communication Skills - Conversational (Essential)- Ability to listen, probe and understand customer issues/requirements- Ability to communicate effectively with customers using appropriate, clear and concise language3) Communication Skills - Written (Essential)- 4) Language Skills (Essential) - Fluency in English language (Verbal & Written), Fluency in Bahasa Malaysia (Verbal)- Types of Call Handling- Assigned with multiple language skills - English, Bahasa and Mandarin.- Staff are to be trained with multiple products and processes for diversified products in accordance with business requirement.- Working Hours- Rotating shift which inclusive but not limited to Midnight Shift.
