Contact Centre Consultant - Inbound, Regional Cash Management - Business Call Centre
Full time
at CIMB
in
Malaysia
Posted on April 28, 2024
Job details
Key Responsibilities
- 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
- 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
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