Customer Support / 客服

工作职责

1. 管理并跟进客户投诉及升级处理个案，与法务、业务、商务、技术及其他相关团队协调，根据客户的具体诉求，制定并推动适当的解决方案。
2. 分析投诉的根本原因，推动问题彻底解决并完成结案，同时与客户保持密切沟通，避免投诉进一步升级。
3. 整理并分析投诉数据，识别不同情境下的重复性问题及趋势，将分析结果转化为可执行的改善建议，协助优化业务。
4. 参与持续改善投诉处理机制，针对产品、服务及营运流程提出优化建议，从源头降低投诉升级率。
5. 配合完成团队安排的其他工作及相关项目。

任职要求

1. 具备马来西亚教育文凭（SPM）或以上学历。
2. 至少拥有一年客户服务、投诉处理、升级个案支援或相关领域的工作经验。
3. 具备良好的沟通与团队合作能力，以客户服务为导向，并具有高度责任感。
4. 具备协调相关部门及人员、推动问题解决的能力，并能在压力下有效开展工作。
5. 具备基本的数据分析能力，能够识别客户投诉中的规律，并从中提炼有助于业务改善的见解。
6. 具备良好的华语及英语能力，尤其是阅读、聆听和书写能力。

Job Responsibilities
1. Manage and follow up on customer complaints and escalations, coordinating with Legal, Business,
Commercial, Technical, and other relevant teams to develop and advance appropriate resolutions based on
each customer's concerns.
2. Conduct root-cause analysis, drive complaints through to full closure, and maintain close communication with
customers to prevent further escalation.
3. Compile and analyze complaint data, identify recurring issues and trends across different scenarios, and
translate findings into actionable insights that support business optimization.
4. Contribute to the continuous improvement of complaint-handling practices by recommending enhancements
to products, services, and operational processes, with the goal of reducing escalation rates at the source.
5. Support other responsibilities and initiatives assigned within the team.

Requirements
1. SPM qualification or above.
2. At least 1 year of relevant experience in customer service, complaint handling, escalation support, or a
related field.
3. Strong communication and teamwork skills, with a service-oriented mindset and a high level of responsibility.
4. Demonstrated ability to coordinate stakeholders, drive issues toward resolution, and perform effectively
under pressure.
5. Basic data analysis skills, with the ability to identify patterns in customer complaints and derive useful
business insights.
6. Strong Chinese and English proficiency, particularly in reading, listening, and writing.