SME – Customer Support (Cantonese language)

Cognizant; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A global technology company is seeking a Customer Service Manager in Kuala Lumpur. You will lead a high-performing team to support members during their inquiry and pre-claim processes in the insurance sector. The ideal candidate should have over 3 years of customer service experience, strong communication skills, and the ability to collaborate effectively across departments. This role is crucial for achieving service quality and operational targets.

Qualifications

• 3+ years of experience in customer service.
• Good knowledge of healthcare and medical insurance.
• Strong professional telephone manner.

Responsibilities

• Handle enquiries through phone/live chat and provide service.
• Make recommendations to meet customer expectations.
• Collaborate to allocate resources for service targets.
• Prepare rostering for resource allocation.
• Provide guidance to team members and resolve escalated complaints.

Skills

Customer Service experience in insurance or financial industry

Good communication skills

Strong analytical and problem-solving skills

Collaboration skills with internal departments

Job description

Summary:

Apart from achieving the service targets, manage the best-in-class customer servicing team to support the members in both benefit enquiry stage and pre-claim journey.

Responsibilities

• Handle enquiries through phone/live chat and provide extraordinary service to our customers in a professional and timely manner
• Make appropriate recommendations to meet customers’ expectation
• Collaborate with managers and allocate adequate resources and support to achieve the service target, including both service quality and service level
• Prepare on the rostering to ensure effective resource allocation throughout the month
• Provide guidance and support to facilitate team members in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from team members

Professional Experience

• With 3+ years of Customer Service experience in insurance or financial industry. Good knowledge of healthcare and medical insurance product
• Good communication skills and professional telephone manner
• Strong sense of responsibility with high level of integrity and trust
• Strong analytical, presentation and problem-solving capability
• Proven strong collaboration skill with internal department

About Cognizant

Cognizant (Nasdaq: CTSH) engineers’ modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.