- Reporting directly to Support Center Manager of Support Centre performance.
- Supporting Junior in handling serious complaints or any ad-hoc cases.
- Work closely with Digital Project team to provide requirements on Support Center digitalization/ execute testing/ understand new products/processes
- Identifying and analyzing customers’ needs to give tailored solutions
- Discovering customer’s financial needs to have a suitable recommendation
- Generate customer loyalty through strong knowledge of key products and services.
- Set up and handle customer complaint management to ensure the customer satisfaction
- Supporting new joiners as mentor/buddy/trainer.
- Monitor detection systems (VRM) and ensure that all cases are attended to urgently after created. Take proper action to prevent further fraudulent transactions on the credit/debit card account by blocking the card.
- Manage daily operational activities to ensure timely processing of new applications.
Adapt to changes in system/service and keep all team members informed of changes in policies, procedures, product updates, and customer campaigns.
- Undertake call-sampling check and call quality coaching of support center agents.
- Work with relevant stakeholders to Support Center related issues
Yêu cầu công việc:
- Perform all administrative job and follow-up action required related to pending cases.
- Degree in Banking/Finance/Business with approximately 1-2 years of relevant experiences with Contact Center
- Experience in digital service channels including live chat, email, social care is important.
- Knowledge of banking products and services is preferred.
- Working knowledge of Contact Center processes and systems
- Open-minded and digital mindset is preferred
- Communication, problem-solving and analytical skills
- Demonstrate initiative and positive attitude
- Working on flexible shift (24/7)
CIMB Group is a leading ASEAN universal bank, one of Asia’s largest investment banks and one of the world's largest Islamic banks.
Headquartered in Kuala Lumpur, Malaysia, we offer Consumer Banking, Commercial Banking, Wholesale Banking, Islamic Banking and Asset Management products and services. As the fifth largest banking group in ASEAN, we have over 40,000 staff in 17 locations across ASEAN, Asia and beyond.
Our accelerated expansion in recent years has transformed us into a universal bank with a global network. If you aspire to be part of a highly regarded organisation, where prospects are boundless, CIMB is the perfect partner to realise your dreams.
CIMB is a fast growing universal bank, offering you a wide range of career opportunities and a truly regional and collaborative work experience. Our people work together across borders and departments and they come from a wide range of cultural and educational backgrounds. The different perspectives they bring make CIMB a remarkably interesting and stimulating place to work.
CIMB Group is a leading ASEAN universal bank, one of Asia’s largest investment banks and one of the world's largest Islamic banks.
Headquartered in Kuala Lumpur, Malaysia, we offer Consumer Banking, Commercial Banking, Wholesale Banking, Islamic Banking and Asset Management products and services As the fifth largest banking group in ASEAN, we have over , staff in locations across ASEAN, Asia and beyond
Our accelerated expansion in recent years has transformed us into a universal bank with a global network. If you aspire to be part of a highly regarded organisation, where prospects are boundless, CIMB is the perfect partner to realise your dreams.
CIMB is a fast growing universal bank, offering you a wide range of career opportunities and a truly regional and collaborative work experience. Our people work together across borders and departments and they come from a wide range of cultural and educational backgrounds. The different perspectives they bring make CIMB a remarkably interesting and stimulating place to work.
*cimb bank tuyển dụng*
