Customer Support & Complaint Analytics Specialist

GSR Solution Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 42,000 - 66,000; Full time

Benefits offered by this job

Annual Leave

Annual Bonus

Training Provided

5 Working Days

EPF

SOCSO

Medical and Hospitalisation Leave

Job summary

GSR Solution Malaysia Sdn. Bhd. seeks a dedicated professional to manage customer complaints, analyze data for insights, and coordinate with Legal, Business, and Technical teams to drive effective, boundary-aware resolutions.

The role requires a Bachelor’s degree or above and excellent English, with strong communication, teamwork, and a service-oriented mindset, capable of performing under pressure.

Qualifications

• Bachelor’s degree or above; excellent English reading and writing skills.
• Experience in complaint handling; strong analytical and problem-solving abilities; basic legal knowledge; maintain communication boundaries.
• Strong communication and teamwork; service-oriented mindset; high sense of responsibility; project-driven; able to work under pressure.
• Basic data analysis skills to extract business insights from complaint data.

Responsibilities

• Follow up on customer complaints, coordinate with cross-functional teams including Legal, Business, Commercial, and Technical departments, and ensure effective communication to drive reasonable solutions based on the complainant’s concerns.
• Conduct in-depth root cause analysis, promote closed-loop complaint handling, closely follow up with customers, and prevent continuous escalation.
• Compile and summarize complaint data, analyze complaint frequency across different scenarios, and identify common issues to provide a reference for business optimization.
• Participate in improving complaint handling processes, propose product or service workflow enhancements, and reduce complaint escalation rates from the source.
• Handle other team-related matters as assigned.

Skills

Excellent English

Communication

Teamwork

Data analysis

Problem solving

Boundary management

Education

Bachelor’s degree or above

Job description

GSR Solution Malaysia Sdn. Bhd. seeks a dedicated professional to manage customer complaints, analyze data for insights, and coordinate with Legal, Business, and Technical teams to drive effective, boundary-aware resolutions.

The role requires a Bachelor’s degree or above and excellent English, with strong communication, teamwork, and a service-oriented mindset, capable of performing under pressure.