Team Leader - Customer Service Support (Cantonese Speaking)

Cognizant; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading service provider in Kuala Lumpur seeks a Team Leader for Customer Service Support who speaks Cantonese. The ideal candidate will oversee customer inquiries, mentor junior staff, and ensure high-quality service. You should have 3-5 years of customer service experience in the insurance or financial sectors along with a strong understanding of healthcare and medical insurance products. This role requires excellent communication skills and a proactive approach to customer satisfaction.

Qualifications

• 3-5 years of customer service experience in the insurance or financial industry.
• Strong understanding of healthcare and medical insurance products.
• Ability to handle complex enquiries and complaints.

Responsibilities

• Handle customer enquiries through various channels.
• Provide guidance and support to junior advisors.
• Make recommendations to meet customer expectations.

Skills

Cantonese language proficiency

Customer service skills

Communication skills

Problem-solving skills

Job description

Team Leader - Customer Service Support (Cantonese Speaking)

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’ 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 advisor.

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.

Language proficiency in Cantonese (must be able to speak, read and write).