Escalation Specialist

Job Description：

1.Handle difficult and abnormal complaints escalated by first-line customer service in various countries, communicating with users by telephone (active outbound call), and quickly handling users’ complaint;

2.Handle the contact and request of government departments and judicial organs in various countries, responding and solving them quickly;

3.Handle requests from users of various countries regarding personal information;

4.Handle infringement complaints and linking relevant departments to deal with them quickly;

5.Provide timely feedback to relevant departments on process deficiencies and shortcomings, by collecting and organizing users’ feedback and escalation complaints, in order to promote process improvements.

Working Arrangement

Monday to Friday 930am to 630pm

Work From Home OR Work in Office is acceptable

Location: Q Sentral(Reachable by public transport)

Job Requirements：

1、Proficiency in both English and Mandarin is a mandatory requirement, Mandarin is essential to effectively liaise with Chinese-speaking clients

2、One year of customer complaint experience or three years of customer service experience