Contact Centre Consultant - Inbound, Regional Cash Management - Business Call Centre Malaysia P[...]

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.

BACK UP ROLE:

• 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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