Team lead - BD Direct Support (Cantonese language)

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

Job summary

A leading technology consultancy in Kuala Lumpur is seeking a Senior Advisor to supervise a call centre team. This role requires strong leadership skills and a commitment to exceptional customer service. Candidates should have 3-5 years of call centre experience and 2 years in a management position. The ideal candidate will lead performance goals, handle complex escalations, and collaborate with teams to resolve issues.

Qualifications

• 3 - 5 years of call centre experience, including 2 years in a management role.
• Strong commitment to quality customer service.
• Professional telephone manner.

Responsibilities

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

Skills

Interpersonal skills

Problem-solving

Team player

Attention to detail

Proactive attitude

Job description

Summary

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.

List of Duties

• 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.

Professional Experience

• With 3 - 5 years of call centre 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