Team Lead - Customer Service Support (Cantonese language)

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

Job summary

A leading global professional services company in Kuala Lumpur is seeking a Customer Service Team Manager to oversee a high-performing team in delivering exceptional service. Ideal candidates will have over 3 years of experience in the insurance industry, excellent communication skills, and the ability to resolve complex customer issues effectively. This role offers the opportunity to contribute significantly to team performance and service levels.

Qualifications

• 3+ years of experience in customer service within insurance or financial industry.
• Strong analytical and presentation skills.
• Proven supervisory experience.

Responsibilities

• Handle enquiries through phone/live chat professionally.
• Collaborate with managers to meet service targets.
• Resolve complex member enquiries and complaints.

Skills

Customer Service

Communication Skills

Analytical Skills

Problem-Solving

Collaboration

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.

List of Duties

• Handle enquiries through phone/live chat and provide extra‑ordinary 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 memebers in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from team memebers.

Professional experience

• With 3+ years of CS experience in insurance or financial industry, including 3 years of supervisory experience
• 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