CIMB 4.0 ★

• Reporting directly to Support Center Manager of Support Centre performance

• Supporting Manager to monitor and manage team performance, to do engagement activities and events

• Supporting agent in handling serious complaint or any adhoc cases.

• Acts as back up manager while manager is out, providing relief assignments as required.

• Work closely with Digital Project team to provide requirements on Support Center digitalization/ execute testing/ understand new products/processes

• Manage day-to-day business issues in Support Center and liaise with customers where appropriate to ensure customer issues are properly resolved and customer satisfaction.

• Ensure all operation tasks of Support Center such as training and coaching for all agents, enhancing employee engagement, ensuring call service and system running smoothly

• Planning and arranging resources for every working shift to meet the requirements of customers and the KPI

• Preparing reports for upper management levels

• Supporting new joiners as mentor/buddy/trainer.

• Adapt to changing in system/service and keep all team members informed of changes in policies, procedures, and product update as well as customer campaigns.

• Undertake call-sampling check and call quality coaching of support center agents.

• Work with relevant stakeholders for Support Center related issues

• Perform all administrative job and follow up action required related to pending cases

• Degree in Banking/Finance/Business

• Approximately 2-3 years of relevant experiences with Support Center/Contact Center and team management

• Experience in managing Training QA, handling complaint is required to be successful in this role

• A careful and hard working person displays patience and empathy.

• A highly organized and hard-working individual.

• Open mind and easily to connect with colleagues

• A knowledge expert to teach/mentor others.

- Attractive income and annual salary increase consideration

- 13rd Salary Payment, performance bonus

- 15 days annual leave, private Medical Insurance for self and dependents

- Professional international working environment

- Fully enjoy the regimes and polices of leave and salary according to the labor law