Customer Advocacy & Escalation Leader

Sonata Software; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Sonata Software in Malaysia is seeking a Support Escalation Manager (Customer Advocate) to investigate and resolve customer escalations beyond the designed support model. The role requires strong communication, empathy and the ability to build relationships with colleagues, team leaders and senior stakeholders across the organization.

You will balance policy and customer interests, mentor teammates, document issues for analysis, and ensure SLAs are met while collaborating with Engineering to

Qualifications

• Ability to resolve complex customer escalations with empathy and professionalism.
• Strong communication skills for stakeholders at executive level, Legal and PR.
• Ability to collaborate across teams and drive resolutions within SLAs.

Responsibilities

• Investigate and resolve customer escalations beyond the designed support model.
• Drive customer recovery and retention across products and services.
• Balance policy with customer interests through exception management.
• Communicate case status and roadblocks to stakeholders clearly.
• Mentor and consult with team members to improve outcomes.
• Document customer issues for further analysis and knowledge sharing.
• Escalate recurring issues to appropriate channels and engage engineering when needed.
• Adhere to strict SLAs and prioritize cases effectively.

Skills

Customer empathy

Communication

Problem solving

Organizational skills

Judgement

Troubleshooting

Documentation

Mentoring

Microsoft products

Job description

Sonata Software in Malaysia is seeking a Support Escalation Manager (Customer Advocate) to investigate and resolve customer escalations beyond the designed support model. The role requires strong communication, empathy and the ability to build relationships with colleagues, team leaders and senior stakeholders across the organization.

You will balance policy and customer interests, mentor teammates, document issues for analysis, and ensure SLAs are met while collaborating with Engineering to