Contact Centre Consultant - Inbound, CBS - Retail Callback MY

CIMB; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A financial institution is seeking a Customer Callback Officer in Kuala Lumpur. The role involves performing callbacks to ensure customer awareness of their recent investments, managing inbound sales confirmation calls, and following up on unresolved cases. Candidates should have a diploma or degree in any discipline, with preference given to those with experience in contact center operations or customer service. This position provides an excellent opportunity to engage with customers in a dynamic environment.

Qualifications

• Diploma/Degree holder in any discipline preferred.
• Non-degree holders may qualify with relevant experience.

Responsibilities

• Handle inbound sales confirmation calls with customers.
• Download cases to perform callbacks within 72 business hours.
• Verify customer transactions and explain product features.
• Email salespersons about unresolved callback cases.

Skills

Customer Service

Call Handling

Communication

Education

Diploma or Degree in any discipline

Job description

Job Purpose

Perform callback to Customers based on scripts of the Product that Customer has invested recently. This is to ensure that the Customer is aware of their purchase and there is no potential misselling by the Sales Person.

Key Responsibilities

1. Handling inbound (Call triage and Early Callback) for sales confirmation on investment transaction with Customer.
2. Daily download cases assign in 1 View / logsheet to perform callback to Customer within 72 business hours.
3. Perform the required verification question and read out the respective product features to Customer for investment transaction confirmation.
4. Email to salesperson for unsuccessful / unresolved callback case to follow-up / rectified with customer.
5. Follow up with Customer or relevant parties on case status and outcome through phone, if required
6. Ensure calls are appropriately logged and supported by proper documentation as required
7. Ensure proper follow-up on the incomplete sales confirmation cases
8. Perform adhoc callback confirmation if there is any product launch by Wealth Management
9. Any other tasks which may be necessary.

Job Specification

• Qualifications: Diploma/Degree holder in any discipline. Non degree holders can be considered if they have relevant working experiences.
• Relevant Work Experience: Individuals with previous experience in any of the following field: Contact Centre Operations, Customer Service and Call Centre.