Inbound Support Center Agent

As an Inbound Support Center Agent your responsibilities include:

Being the initial point of contact for our Banks customers.

Addressing customer inquiries requests and complaints through inbound calls Facebook chat and email.

Assessing and understanding customers needs to provide personalized solutions.

Identifying customers financial requirements to offer appropriate recommendations.

Monitoring detection systems (VRM) and promptly attending to all cases created including taking necessary actions such as blocking cards to prevent further fraudulent transactions on credit/debit card accounts.

Collaborating closely with stakeholder teams to provide input on Support Center digitalization conduct testing and grasp new product/process understandings.

Adapting to system/service changes and keeping team members informed about policy procedure product updates and customer campaign alterations.

Reporting directly to the Inbound Team Leader.

Requirements:

Possess a Bachelors Degree in Banking/Finance/Business with around 02 years of relevant experience in Contact Centers.

Familiarity with the Banking/Fintech sector.

Experience in digital service channels including live chat email and social care.

Fresh graduates from any discipline are strongly encouraged to apply as comprehensive training will be provided.

Preferably have knowledge of banking products and services.

Working familiarity with Contact Center processes and systems.

An openminded attitude and digital mindset are preferred.

Flexible shift availability (24/7 including weekends and holidays) with a 40hour weekly schedule with potential overtime opportunities. Some assignments may require day evening weekend or holiday hours.

Must possess good health and a passion for helping and servicing.

Benefits:

100% salary during probation.

13thmonth salary and yearly performance bonus.

Provided laptop and free parking.

Annual health checkup.

Monthly provision of free coffee tea and snacks.

Participation in teambuilding activities special days internal events and engagement activities.

Annual leave of 12 days per year along with holiday leave.

Additional benefits as per CIMBs policy and Labor Law regulations.

Remote Work :

No