BD Direct Support - Team lead

Cognizant; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global professional services company in Kuala Lumpur is seeking a Supervisor to oversee a customer service team. The role involves setting performance goals, managing team KPIs, and ensuring exceptional service delivery while addressing customer inquiries and complaints. Candidates should have 3-5 years of call center experience with a strong emphasis on quality service, problem-solving skills, and the ability to lead a team effectively. This is an excellent opportunity for those looking to take on a leadership position in customer service.

Qualifications

• 3 - 5 years of call center experience, including 2 years in a managerial role.
• Strong commitment to quality customer service.
• Responsible, organized, and proactive.

Responsibilities

• Supervise and lead the team in setting performance goals.
• Handle complex cases and collaborate with teams to resolve issues.
• Provide guidance to representatives in service delivery.

Skills

Interpersonal skills

Problem-solving skills

Team player

Attention to details

Professional telephone manners

Job description

The Supervisor oversees the team members who would be performing a variety of customer service and administrative tasks essential for managing the business aspects of the practice and ensuring a positive experience for customers. This leadership role involves managing team performance, implementing process improvements, and ensuring exceptional service delivery while aligning with goals and regulatory standards.

Roles and Responsibilities

1. Supervise and lead the team with setting performance goals and monitoring KPIs.
2. Handle the complex case evaluated by representative.
3. Collaborate with HK team to resolve the issues.
4. Make appropriate recommendations to meet customers’ expectation.
5. Provide guidance and support to facilitate representatives in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from representatives.

Desired Professional Experience

• With 3 - 5 years of call center experience, including 2 years of experience in people manager.
• Good interpersonal and problem‑solving skills.
• Good team player with strong commitment in delivering quality customer service.
• Responsible, well organized and attention to details.
• Proactive, mature, positive and decisive.
• Good professional telephone manners.