Crisis Management Specialist (Night Shift:11PM-8AM) - Exciting Challenge

icon building Syarikat : TDCX
icon briefcase Jenis Pekerjaan : Sepenuh Masa

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Penerangan Pekerjaan - Crisis Management Specialist (Night Shift:11PM-8AM) - Exciting Challenge

We are in search of an analytical Crisis Management Specialist (Night Shift:11PM-8AM) to join our growing team at TDCX in Kuala Lumpur.
Growing your career as a Full time Crisis Management Specialist (Night Shift:11PM-8AM) is an exceptional opportunity to develop exceptional skills.
If you are strong in presentation, leadership and have the right aptitude for the job, then apply for the position of Crisis Management Specialist (Night Shift:11PM-8AM) at TDCX today!

Top reasons to work with TDCX.


  • Attractive remuneration, great perks, and performance incentives
  • Comprehensive medical, insurance, or social security coverage
  • World-class workspaces
  • Engaging activities and recognition programs
  • Strong learning and development plans for your career growth
  • A positive culture for you to #BeMore at work
  • Easy-to-locate area with direct access to public transport
  • Flexible working arrangements
  • Be coached and mentored by experts in your field
  • Join a global company, winner of hundreds of Industry awards


What is your mission?


As a Crisis Solution Specialist, you will be working with our Hospitality Account to deliver #happier customer experience. Act as an ambassador of the World Best Hospitality brand in our Customer Relationship Centre. He/She is the main and privileged point of contact with Customer Experience Teams to disseminate and enforce written policies and procedures related to compliance activities You are also required to perform these job functions:

  • Assists with escalated issues and initiates the user dispute request process
  • Investigate both sides of incident disputes and negotiate collaboratively
  • Verifies facts, reaches policy-based determinations for effective resolution
  • Works to educate our host and guests to promote positive experiences
  • Educates users on how to maintain security and safety while using the service responsibly
  • Monitors flagged and inappropriate content and identifies trends in online risk
  • Works with Safety support teams to develop and enhance policies and tools
  • Investigate cases involving complex damages, potential fraud, or brand risk
  • Evaluates both property damages and personal property damages
  • Maintains high levels of confidentiality while performing investigations
  • Comprehensively documents investigations through written reports
  • Interfaces with internal, client communications and social media teams.
  • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and and ISO18295- 1 Quality Management System of TDMY.


Who are we looking for?


  • Preferably 2 years of working experience in the Customer Service & Claims department is required for this position.
  • Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in any field.
  • Applicants must be willing to work in KL Sentral.
  • Must be available for a regular schedule of 40 hours a week, one that spans weekends and holidays as our customers need us. Shifts may include evening or early morning hours.
  • Excellent verbal and written communication skills in English.
  • Patience, empathy, and a unique ability to manage stress.
  • Skilled and eloquent in writing.
  • Strong communication and interpersonal skills.
  • Ability to work under pressure and adapt quickly to adverse situations.
  • Technical aptitude and the ability to pick up new technology quickly.
  • Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
  • Familiarity with ticketing systems.
  • Experience with policy work, or helping resource project management.
  • Previous, demonstrable experience with the creation of online help resources.
  • An early adopter of technology.


Benefits of working as a Crisis Management Specialist (Night Shift:11PM-8AM) in Kuala Lumpur:

● Company offers great benefits
● Professional Development Opportunities
● Generous Compensation
Original job Crisis Management Specialist (Night Shift:11PM-8AM) - Exciting Challenge posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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