About The Team
This role is mainly responsible for managing escalations and resolving critical customer cases effectively and efficiently. The role requires proactive risk detection, strong analytical capability, and cross-functional collaboration to protect customer satisfaction and uphold the company's reputation.
Job Description
- Manage escalated customer tickets from frontline teams, ensuring timely and professional resolution.
- Proactively detect potential crisis or high-risk cases that may lead to negative user sentiment or public exposure
- Balance customer satisfaction with company policy while maintaining KPIs (OLA, SLA, backlog, productivity)
- Independently handle high-severity cases such as viral social media posts, legal letters, or VIP/management alerts.
- Coordinate with relevant functions (Legal, PR, Ops, CS) to find optimal solutions and communicate updates effectively.
- Document incidents, actions taken, and learnings to improve crisis protocols.
- Provide timely updates to management and relevant stakeholders during escalation.
- Contribute to crisis prevention and management training, SOP reviews, and best practices.
- Balance company policies with customer needs while meeting key performance indicators (KPIs).
- Manage individual backlog and ensure adherence to SLA, CSAT, and productivity metrics.
Requirements
- Bachelor's degree in Business, Communications, or related field (preferred but not mandatory).
- Strong passion for customer service, company commitment, and teamwork.
- Logical and task-oriented mindset with good technical knowledge of products and systems.
- Analytical with strong negotiation and problem-solving skills under pressure.
- Trustworthy, detail-oriented, proactive, and willing to support urgent or weekend cases.
- Standard shift: 9:00 18:00, 5 working days per week with 2 days off; willing to be on duty as scheduled.
- Basic English is required, strong English skills is an advantage
