Reporting: KL Team Leader

Basic salary: up to RM 5, 480 (Medical Benefit + Employee Engagement Allowance)

Working location: TRX OR G-Tower

Working Hours: Monday- Friday, 9am - 6pm (The role involves multi-shift scheduling, including weekend rotations. All shifts follow a five-days-on, two-days-off schedule)

Job Responsibilities:
· Manage end-to-end resolution of high-priority escalations, including regulatory concerns and recurring user complaints.

· Identify root causes of repetitive issues and implement long-term solutions to reduce ticket volumes.

· Proactively identify and escalate potential legal or PR risks in customer interactions and provide timely recommendations or resolutions.

· Develop and document best practices in the form of training materials and handling procedures.

· Coach and mentor frontline teams to enhance service quality through data insights and standardized workflows.

· Track and analyze key customer service metrics (CSAT, SLA), and provide actionable recommendations for improvements.

Job Requirements:
· Minimum of 2 years’ experience as an L2 agent or equivalent in a customer service environment, ideally in e-commerce, digital coupons, or digital entertainment industries.

· Fluent in English (written and spoken) and Mandarin; proficiency in additional languages is advantageous.

· Demonstrated problem-solving ability with a strong sense of ownership for issue resolution; leadership or coaching experience is a plus.

· Skilled in data analysis to identify trends and drive process optimization.

· Hands-on experience in cross-functional initiatives, such as CRM enhancement and CSAT/SLA improvement programs.

· Proven capability to deliver outstanding customer experiences with high emotional intelligence.

· Team-oriented and resilient under pressure in a fast-paced, dynamic work environment.

HOW TO APPLY:

Interested applicants, kindly send your resume in MS WORD format to [email protected] or please click on “Apply Now” and provide the below details in your resume.

Reasons for leaving ALL your employment

Current and/or last drawn monthly salary (please provide breakdown)

Expected monthly salary

Availability

We regret only shortlisted candidates will be notified.

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Career International - FOS Pte Ltd

EA License No: 14C6926

EA Personnel: Foong Mei Qi