Bilingual Customer Escalations & Resolution Specialist

Renrui Human Resources Technology Holdings Limited; Kuala Lumpur; On-site; MYR 39,000 - 67,000; Full time

Job summary

Renrui Human Resources Technology Holdings Limited in Malaysia is seeking a customer service professional to manage and follow up on complaints and escalations. You will coordinate with Legal, Business, Commercial, Technical, and other teams to develop timely resolutions based on each customer's concerns.

The role requires strong communication, teamwork, and the ability to analyze complaints to identify patterns and drive continuous improvement across products and processes.

Qualifications

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

Responsibilities

• 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.
• Conduct root-cause analysis, drive complaints through to full closure, and maintain close communication with customers to prevent further escalation.
• Compile and analyze complaint data, identify recurring issues and trends across different scenarios, and translate findings into actionable insights that support business optimization.
• 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.
• Support other responsibilities and initiatives assigned within the team.

Skills

Communication

Teamwork

Stakeholder coordination

Data analysis

Chinese-English

Education

SPM qualification or above

Job description

Renrui Human Resources Technology Holdings Limited in Malaysia is seeking a customer service professional to manage and follow up on complaints and escalations. You will coordinate with Legal, Business, Commercial, Technical, and other teams to develop timely resolutions based on each customer's concerns.

The role requires strong communication, teamwork, and the ability to analyze complaints to identify patterns and drive continuous improvement across products and processes.