Contact Centre Consultant - Inbound, Regional Cash

**Key Responsibilities****PRIMARY ROLE**:- 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