Customer Service/Investigation/Compliance (Permanent)

Intellipro Singapore Pte. Ltd.; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Job summary

Intellipro Singapore Pte. Ltd.

in Kuala Lumpur is seeking a permanent Customer Service/Investigation/Compliance specialist to handle complaints from initial investigation to resolution, coordinating with Legal, Operations, Business, Technology, and other internal teams. You will perform root cause analysis, monitor cases, prepare reports, identify improvements, maintain records, and ensure timely follow-up.

Qualifications

• Proficient in Mandarin reading and writing to communicate with Mandarin-speaking clients.
• Strong English reading and writing skills.
• Experience in customer complaint handling, escalation management, or case management preferred.
• Good logical thinking, risk identification and problem-solving abilities.
• Able to work with multiple teams and manage multiple cases under pressure.

Responsibilities

• Handle and follow up on customer complaints and escalated cases from initial investigation through to resolution.
• Coordinate with Legal, Operations, Business, Technology, and other internal teams to investigate and resolve customer issues.
• Communicate with customers professionally and provide updates throughout the resolution process.
• Conduct root cause analysis to understand why complaints or service issues occurred.
• Take ownership of complaints and ensure cases are followed up and closed.

Skills

Mandarin proficiency

English proficiency

Education

SPM/Diploma/Bachelor's degree

Job description

Customer Service/Investigation/Compliance (Permanent)

Working Schedule: Weekends may be required depending on the roster

Shift: Potential night shift may be introduced in the future

Job Responsibilities

Handle and follow up on customer complaints and escalated cases from initial investigation through to resolution.

Coordinate with Legal, Operations, Business, Technology, and other internal teams to investigate and resolve customer issues.

Communicate with customers professionally and provide appropriate updates throughout the complaint resolution process.

Conduct root cause analysis to understand why complaints or service issues occurred.

Take ownership of complaints and ensure cases are properly followed up and closed.

Monitor ongoing cases and proactively follow up with customers to prevent further escalation.

Compile and analyze customer complaint data to identify recurring issues, trends, and common problem areas.

Prepare reports and summaries on complaint cases and provide insights to support business and operational improvements.

Identify opportunities to improve complaint-handling processes, products, and service procedures.

Work closely with relevant teams to reduce recurring complaints and improve overall customer experience.

Maintain accurate records and documentation of complaint cases and resolutions.

Perform other duties and projects as assigned by the team.

Requirements

SPM or Diploma or Bachelor’s degree, with strong English/Mandarin reading and writing skills. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

Previous customer complaint handling experience is preferred, particularly in customer service, logistics, escalation management, or case management.

Strong logical thinking, risk identification, investigation, and problem-solving skills, with basic knowledge of legal principles and compliance requirements.

Excellent communication and teamwork skills, with a strong service mindset and a high sense of responsibility.

Strong project execution and follow-up skills, with the ability to manage multiple cases and work effectively under pressure.

Basic data analysis skills, with the ability to identify trends and derive business insights from customer complaints.

Able to communicate accurately and professionally when handling sensitive or escalated customer issues.