Customer Service Executive, L2 SWAT

Summitnext; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

SummitNext is seeking a Customer Service Executive, L2 SWAT in Kuala Lumpur. This role involves handling complex customer cases in the e-commerce sector. Candidates should have 1-3 years of experience in customer service, strong communication skills in both English and Bahasa Malaysia, and be capable of working in a fast-paced environment. The position requires ownership of escalated cases, collaboration with cross-functional teams, and maintaining high performance in quality and customer satisfaction metrics.

Qualifications

• 1–3 years of experience in customer service or complex case resolution.
• Strong written and verbal communication skills in English and Bahasa Malaysia.
• Ability to work in a fast-paced, high-volume environment.

Responsibilities

• Handle complex, high-risk cases escalated from L1 or internal teams.
• Conduct end-to-end investigations of cases.
• Manage cases involving severe dissatisfaction or high business impact.

Skills

Customer service experience

Escalation handling

Strong communication (English and Bahasa Malaysia)

Analytical skills

Problem-solving skills

Job description

We, SummitNext Technologies Sdn. Bhd., are a BPO and Technology Solutions provider, where innovation meets excellence.

As we continue our rapid expansion, we are seeking dynamic and driven individuals to join our team as Customer Service Executive, L2 SWAT, supporting clients within the e-commerce industry by handling complex and high-impact customer cases.

Position Title: Customer Service Executive, L2 SWAT
Department: Customer Service
Reporting To: Team Lead

Key Responsibilities

• Handle complex, sensitive, and high-risk cases escalated from L1, BPO, or internal teams
• Conduct end-to-end investigations by reviewing case history, internal notes, policies, supporting evidence, and communication logs
• Take full ownership of escalated cases from intake to closure, ensuring timely follow-ups and proper documentation
• Manage cases involving severe dissatisfaction, repeat contacts, potential escalations, or high business impact
• Handle walk-in cases, ensuring professional face-to-face engagement and resolution or follow-up
• Collaborate with cross-functional teams (e.g., Logistics, Returns & Refunds, Payments, Seller Operations, Product, PR, Legal) to resolve cases
• Provide clear, accurate, and professional written and verbal communication, especially for complex or sensitive issues
• Support callback cases and other high-touch customer interactions when required
• Identify root causes (people, process, system, upstream gaps) and elevate findings to relevant stakeholders
• Proactively flag urgent and high-risk cases for visibility and timely intervention
• Support root cause analysis for recurring escalations and complaints
• Contribute to SOP improvements, knowledge base updates, and operational recommendations
• Assist with ad hoc tasks, manual reviews, clean-up exercises, and special projects
• Maintain strong performance in productivity, quality, and customer satisfaction metrics
• Participate in calibration sessions, case reviews, and continuous improvement initiatives

Requirements

• 1–3 years of experience in customer service, escalation handling, complaint management, or complex case resolution
• Strong written and verbal communication skills in English and Bahasa Malaysia
• Strong analytical and investigation skills with attention to detail
• Good judgment in balancing customer experience, policy compliance, and business risk
• High level of ownership and accountability in handling sensitive cases
• Ability to work in a fast-paced, high-volume environment
• Strong stakeholder management and cross-functional coordination skills
• Good problem-solving skills with the ability to identify trends and root causes
• Familiarity with case management systems, SOP interpretation, and escalation workflows is an advantage
• Experience handling management escalations, high-risk complaints, walk-in cases, or backend-dependent cases is preferred