SPE - BD Direct support (Cantonese Speaker)

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

Job summary

A leading global consulting firm in Kuala Lumpur is seeking a Senior Adviser to oversee call center operations. In this leadership role, you will manage team performance, handle escalated cases, and ensure exceptional service delivery. Ideal candidates have 3-5 years of call center experience including people management, with strong interpersonal and problem-solving skills. This position offers the opportunity to lead a dedicated team in a dynamic environment.

Qualifications

• 3-5 years of call center experience, including 2 years of experience in people management.
• Responsible, well organized, and attentive to detail.
• Professional telephone manner.

Responsibilities

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

Skills

Interpersonal skills

Problem-solving skills

Commitment to quality customer service

Organization

Attention to detail

Team player

Positive attitude

Decisiveness

Job description

Overview

Summary: The senior Adviser 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 by 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 attentive to detail
• Proactive, mature, positive, and decisive
• Professional telephone manner