Specialist, Escalation

Who We Are

About the Opportunity:

Customer complaints and problems that can't be resolved at the frontline level are handled by the Escalation Specialists.

Collaboration with clients to pinpoint their challenges, choose the best course of action, and swiftly address any lingering problems.

What You’ll Be Doing:

• Empowered to have high-level authority to deal with requests or complaints


• Handle escalations and tech troubleshoot to provide a high-quality service experience


• Assist the Operational Excellence team in the development of the planning process and prioritizing improvement opportunities based on strategic and tactical planning objectives


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


• Feedback on any new business strategy or processes

About You:

• Minimum in bachelor’s degree


• Minimum 1.5 years’ experience in Customer Escalation / Customer Service; trading or technology industry background is preferred.


• Possesses good trading knowledge.


• A highly solution-oriented mindset with hands-on execution capability.


• Excellent command of spoken and written English, added advantage if you able to speak & write in Mandarin.


• Proactive working attitude with excellent customer service spirit.


• Willing to work in Tun Razak Exchange, walking distance to MRT TRX.


• Willingly to work according to given schedule to support 24x7 operations.

Why Join Us?

• Competitive remuneration package (Basic Salary + Yearly Bonuses).


• Meal Allowance up to RM 500/month


• Monthly Team Building


• RM 2500 Benefits per annum (Training & Wellness)


• Hybrid work arrangements


• 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.