Contact Centre Consultant - Inbound, CBS - Retail Callback MY

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

Job summary

A financial institution is seeking a dedicated individual to manage customer callbacks related to investment transactions. The candidate will ensure customers are informed about their purchases and assist in verifying details. Preferred qualifications include a Diploma or Degree, along with prior experience in Customer Service or Call Centre operations. This role involves handling inbound calls, performing necessary verifications, and maintaining proper documentation for all transactions.

Qualifications

• Diploma/Degree holder in any discipline.
• Experience in Customer Service, Contact Centre Operations, or Call Centre is a plus.

Responsibilities

• Handle inbound calls for sales confirmation on investment transactions.
• Download cases daily for callbacks to Customers within 72 business hours.
• Verify questions and read product features for Customer confirmation.

Skills

Customer Service

Call Centre Operations

Education

Diploma/Degree holder 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
  • Call Centre