Specialist, Escalation

Manage escalated emails and tickets from the Customer Service team, resolving customer inquiries or addressing complaints. Oversee escalations from senior management and account managers through different communication channels.

Overview

Department

Customer Service

Job type

Full time

Compensation

Salary not specified

Location

Kuala Lumpur, Malaysia, Southeast Asia

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Requirements

Bachelor’s degree or relevant experience of at least 3 years in service industry.

Minimum 2 years experience in Customer Escalation; FinTech or technology industry background / Minimum 2 years trading experience with strong cryptocurrency knowledge are strongly preferred.

Problem solving skill - Self motivated and capable of working independently to address and resolve inquiries or complaints.

Possesses a strong problem-solving mindset with the capability for hands-on execution.

Fast learner - Able to ramp up quickly on products and processes.

The ability to multi-task and stay organized.

Excellent verbal and written in the English language.

Added advantage if you are proficient in spoken and written Mandarin.

Familiarity with cryptocurrency and/or finance-technology industry.

Experience and flexibility working with diversified teams across global offices and time zones.

Working knowledge of CRM tools, such as Zendesk.

Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite

Responsibilities

Manage escalated emails and tickets from Customer Service team (L1 and L2 across sub-units), resolving customer inquiries or addressing complaints in a timely manner.

Oversee escalations from senior management and account managers through different communication channels (such as chat/email).

Participate in discussions regarding new products and engage in product testing activities.

Collaborate with cross-functional teams to offer support in resolving customer issues.

Assist internal partners to ensure business and strategies are maintained effectively.

Handle compensation request for product/process/people defects when required.

Benefits

Competitive remuneration package (Basic Salary + Yearly Bonuses).

Meal Allowance up to RM 500/month

Monthly Team Building

RM 2500 Benefits per annum (Training & Wellness)

Convenient workplace (5 minutes walk from MRT TRX).

Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.

Employee engagement, recognition and appreciation program.

Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.