BD Direct support (Team Leader - Cantonese Speaker)

Cognizant; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading global services provider in Kuala Lumpur is seeking a Senior Advisor to oversee team performance and ensure exceptional service delivery. The ideal candidate will have 3-5 years of call center experience, including 2 years in management. Responsibilities include managing team goals and resolving complex customer issues. Strong interpersonal skills and a proactive approach are essential. This role offers an opportunity to enhance service quality in a dynamic environment.

Qualifications

• 3-5 years of call center experience, including 2 years in people management.
• Strong commitment to delivering quality customer service.
• Proactive, organized, and detail-oriented.

Responsibilities

• Supervise and lead the team, setting performance goals.
• Handle complex cases escalated by representatives.
• Collaborate with the HK Team to resolve issues.

Skills

Interpersonal skills

Problem-solving skills

Teamwork

Organizational skills

Attention to detail

Job description

Overview

The Senior Advisor oversees the team, ensuring efficient and accurate service. This leadership role involves managing team performance, implementing process improvements, and ensuring exceptional service delivery while aligning with Goals and Regulatory standards.

Responsibilities

• Supervise and lead the team with setting performance goals and monitoring KPIs.
• Handle complex cases escalated by representatives.
• Collaborate with the HK Team to resolve issues.
• Make appropriate recommendations to meet customers’ expectations.
• Provide guidance and support to facilitate Representatives in service delivery and daily operations, resolve complex member inquiries and handle complaints escalated from Representatives.

Qualifications

• 3-5 years of call center experience, including 2 years of experience in people management.
• Good interpersonal and problem-solving skills.
• Good team player with strong commitment to delivering quality customer service.
• Responsible, well organized and detail-oriented.
• Proactive, mature, positive and decisive.
• Professional telephone manner.