Process Executive - Maps (Non Voice - Mandarin Speaker)

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

Job summary

A leading technology company in Kuala Lumpur is seeking an Associate to handle basic reviews for customer service operations. The role requires excellent communication skills in English and Chinese, with a focus on compliance and quality metrics. Successful candidates will thrive in a fast-paced environment and possess strong analytical skills. This position emphasizes teamwork and achieving performance targets.

Qualifications

• Proven record of exceptional performance and high productivity.
• Ability to work independently and in a team environment.
• Strong keyboard and analytical skills.

Responsibilities

• Conduct listing reviews as per policy.
• Analyze data and resolve user queries.
• Gather information via outbound calls.

Skills

Excellent written, reading & spoken communications skills in English

Ability to handle multiple tasks

Great interpersonal skills

Experience in data analysis and reports

Customer service orientation

Job description

Overview

Associate is responsible for working as Operator for Basic Review. Associates will make outbound calls and review all the attributes provided following the client Policy accordingly. Associates are expected to ensure 100% compliance like have quality below 2%, 100% Productivity, and no escalations issue. Associates must display a high level of confidence in ensuring compliance to both Client and Cognizant policies, and Code of Ethics.

Summary

The project involves reviewing attributes for features in the Largest Technology giant Maps. As part of the contractual obligations, the client expects the team to follow certain policy guidelines, meet quality, Productivity, and 0 escalation.

Core Competencies

• Excellent written, reading & spoken communications skills in English and Chinese (required) with additional Cantonese preferable and understanding of local culture.
• The ability to handle multiple tasks simultaneously and competing priorities effectively under pressure and short timelines.
• Great interpersonal skills.
• Excellent attendance record.
• Excellent timekeeping.
• Ability to work in a team environment as well as independently.
• Sense of ownership and pride in your performance and its impact on the team.
• Experience in data analysis and reports (not mandatory).
• Extensive exposure to customer service (not mandatory).
• Set a healthy environment in the team and a positive mindset in the individual.
• Ability to work in a fast-paced, constantly evolving environment.
• Proven track record of exceptional performance and high productivity.
• Quick learning and ability to understand complex processes.

Roles & Responsibilities

• Listing Review (Verify and review information as per policy and guidelines).
• Analyze the data, reviews, moderate and fix relevant data, resolve user reports and queries.
• Basic Listing Review.
• Listing verification. Identify spam trends and escalate to relevant teams.
• Adhere to process quality metrics and strive to exceed the monthly/annual quality & productivity targets.
• Gather information via outbound calls to businesses.
• Work collaboratively with the Team Leads.

Other requirements

• Candidate should be comfortable to work in normal working hours and work overtime.
• Ability to work with a high degree of accuracy (great attention to detail / content review).
• Ability to work in a fast-paced environment with minimal supervision.
• Customer service orientation and ability to work in a team.
• Strong keyboard and analytical skills.
• Ability to perform in adverse situations.