Contact Centre Consultant - Inbound, Consumer Contact Centre - Card Call Centre - Inbound (SG) MY

CIMB; Malaysia; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading bank in Malaysia is looking for a Contact Centre Consultant to manage customer inquiries and complaints effectively. You will offer accurate information about products and services, log interactions, and ensure adherence to processes. The ideal candidate should possess strong communication skills, problem-solving capabilities, and a customer-oriented attitude. This full-time position involves a rotating shift and requires the ability to work in a busy environment.

Qualifications

• Ability to handle customer enquiries, requests, and complaints professionally.
• Experience with logging interactions and updating case records in a CRM system.
• Capable of meeting performance indicators and maintaining high service quality.

Responsibilities

• Handle customer enquiries, requests, and complaints in a professional manner.
• Answer inbound calls and make outbound follow-ups as required.
• Log interactions and ensure adherence to standard operating procedures.
• Participate in training to stay updated on products and service standards.

Skills

Strong communication and interpersonal skills

Excellent problem-solving and conflict resolution abilities

Ability to multitask and manage time effectively

Customer-oriented attitude with patience and empathy

Proficiency in contact centre systems

Ability to work in a fast-paced, high-volume environment

Team player with a positive, professional attitude

Tools

CRM tools

Basic computer applications

Job description

Contact Centre Consultant - Inbound, Consumer Contact Centre - Card Call Centre - Inbound (SG) MY

Malaysia

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Job Description

Customer Service & Support

Handle customer enquiries, requests, and complaints in a professional and timely manner.

Provide accurate information about products, services, policies, and procedures.

Identify customer needs and offer appropriate solutions or alternatives.

Escalate complex cases to the relevant departments when necessary.

Call Handling & Case Management

Answer inbound calls and make outbound follow-up calls as required.

Log interactions and update case records accurately in the CRM system.

Ensure adherence to standard operating procedures and workflow guidelines.

Follow up on pending issues to ensure timely resolution.

Quality & Performance

Meet or exceed key performance indicators (KPIs), such as call handling time, customer satisfaction, and service level targets.

Maintain high-quality service through active listening, empathy, and problem-solving.

Participate in training to stay updated on product knowledge, system updates, and service standards.

Communication & Collaboration

Communicate clearly with customers and internal stakeholders.

Work closely with supervisors and team members to improve service quality.

Provide feedback on common issues or process gaps to help improve customer experience.

Skills & Competencies

• Strong communication and interpersonal skills
• Excellent problem-solving and conflict resolution abilities
• Ability to multitask and manage time effectively
• Customer-oriented attitude with patience and empathy
• Proficiency in contact centre systems, CRM tools, and basic computer applications
• Ability to work in a fast-paced, high-volume environment
• Team player with a positive, professional attitude

Job Info

• Job Identification 32852
• Job Category Customer Support/Operations
• Posting Date 12/19/2025, 08:28 AM
• Apply Before 01/18/2026, 08:28 AM
• Job Schedule Full time
• Job Shift Rotating Shift