SPE - BD Direct support (Cantonese Speaker)

Cognizant; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading technology firm in Kuala Lumpur seeks a Senior Advisor to oversee a team and ensure exceptional service delivery. This role requires 3 to 5 years of call center experience with a focus on people management. You will lead the team, handle escalations, and collaborate with the HK team to resolve issues. Strong interpersonal and problem-solving skills are essential.

Qualifications

• 3 to 5 years of call center experience, 2 years in people management.
• Professional telephone manner.
• Strong commitment to quality customer service.

Responsibilities

• Supervise and lead the team, setting performance goals.
• Handle complex case escalations.
• Collaborate with HK team to resolve issues.
• Provide guidance to facilitate service delivery.

Skills

Interpersonal skills

Problem-solving skills

Team player

Attention to details

Job description

Overview

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

Responsibilities

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

Qualifications

• 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
• With Professional telephone manner