SPE - Customer Service Support (Cantonese language)

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

Job summary

A leading customer service provider in Kuala Lumpur is looking for a Customer Service Advisor. You will resolve customer queries and ensure high-quality service through various communication channels. Ideal candidates should have 3-5 years of experience in customer service, preferably in healthcare or insurance, and possess strong communication skills and integrity.

Qualifications

• 3–5 years of customer service experience in insurance or financial industry.
• Good knowledge of healthcare and medical insurance products.
• Strong sense of responsibility with high level of integrity and trust.

Responsibilities

• Resolve customer queries effectively and efficiently.
• Handle enquiries through correspondence, email, and live chat.
• Provide guidance to junior advisors and handle complex member enquiries.

Skills

Customer service experience

Communication skills

Problem-solving

Job description

Summary

Be the best‑in‑class customer service advisor by resolving the customer queries effectively and efficiently in both benefit enquiry stage and pre‑claim journey.

Duties

• Handle enquiries through correspondence, email, live chat and provide extra‑ordinary service to our customers in a professional and timely manner.
• Address members’ enquiries effectively and maintain satisfactory quality of customer service.
• Make appropriate recommendations to meet customers’ expectations.
• Escalate enquiries, when necessary, in line with internal guidelines.
• Provide guidance and support to facilitate junior advisors in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from junior advisors.

Professional Experience

• With 3–5 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.