Team Lead - Customer support (Call Operations - Cantonese Speaker) at Cognizant Malaysia - Kuala Lumpur

The Team Lead - Customer Support (Call Operations - Cantonese Speaker) is responsible for delivering high-quality customer service. This role involves managing a team to effectively resolve customer queries and ensure a seamless customer experience during the benefit enquiry stage and pre-claim journey.

In this role, you will oversee daily operations in a fast-paced customer support environment, ensuring that customer inquiries are handled professionally and efficiently. You will also provide guidance to junior advisors and manage escalated complaints to maintain high service standards.

Key Responsibilities:

• Lead and manage the customer support team to ensure effective resolution of customer queries.
• Handle customer inquiries via phone and live chat in a timely manner.
• Address customer needs and make appropriate recommendations.
• Escalate issues following internal guidelines when necessary.
• Provide guidance and support to junior advisors.
• Resolve complex customer inquiries and manage escalated complaints.
• Monitor team performance and implement improvements as needed.