Team Lead - Customer support (Call Operations - Cantonese Speaker)

Cognizant; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading multinational corporation in Kuala Lumpur is seeking a customer service advisor to resolve customer queries efficiently. This role requires 3-5 years of experience in customer service within the insurance or financial industry and strong communication skills. Proficiency in Cantonese is essential to assist customers effectively. Join a dynamic team providing exemplary service in a professional environment.

Qualifications

• 3 - 5 years of customer service experience in the insurance or financial industry.
• Strong knowledge of healthcare and medical insurance products.
• Ability to communicate professionally with Cantonese speaking customers.

Responsibilities

• Handle enquiries through phone/live chat and provide extraordinary service.
• Address members’ enquiries effectively and ensure satisfactory service quality.
• Provide support to junior advisors in service delivery and operations.

Skills

Customer service expertise

Good communication skills

Integrity and trust

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.

Responsibilities

• Handle enquiries through phone/live chat and provide extraordinary 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’ expectation
• 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 CS 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

Justification

To deal with customers instantly and majority of the callers would be Cantonese speaking