Escalation Specialist | 2-Year Contract

Adecco Outsourcing Recruitment; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Adecco is expanding its BPO operations in Malaysia and seeks an Escalation Specialist to manage complex customer enquiries, complaints, disputes, and service issues with specialist authority. You will be the primary escalation point between frontline teams, back-office operations, and client stakeholders to ensure prompt resolution while protecting the customer experience and brand reputation.

Key requirements include Mandarin reading/writing/speaking, excellent English; strong analytical and

Qualifications

• Mandarin reading, writing and speaking is mandatory.
• Excellent English verbal and written communication.
• Strong writing for case summaries and investigation reports.
• Strong analytical and problem-solving abilities.
• Experience conducting customer complaint investigations.
• Ability to handle difficult customer interactions professionally.
• 2–3 years of customer service or contact center experience.
• At least 1 year handling escalations, complaints or disputes.
• Experience managing sensitive customer cases and service recovery.
• Proficient with CRM and MS Office.

Responsibilities

• Manage escalated customer complaints and dispute cases across channels.
• Conduct detailed investigations of customer concerns, accounts, billing, and operations.
• Determine root causes and recommend resolutions.
• Coordinate with customer service, back-office teams, and client stakeholders to resolve issues promptly.
• Ensure complaints are resolved within timelines and standards.
• Maintain ownership of escalated cases until final resolution.
• Act as the main escalation contact within the operating model.
• Handle complex enquiries that frontline agents cannot resolve.
• Deliver effective service recovery solutions for service failures.
• Track escalation audit trails, case documentation, and complaint trends.

Skills

Mandarin

English

Business writing

Analytical skills

Investigations

Customer handling

Escalations

Customer service

Service recovery

CRM systems

MS Office

Tools

CRM systems

Microsoft Office

Job description

The Escalation Specialist is responsible for managing complex customer enquiries, complaint cases, dispute investigations, unresolved service issues, and customer matters that require specialist knowledge, additional authority, or detailed review. The role serves as the primary escalation point between frontline customer service teams, back-office operations, and client stakeholders to ensure prompt resolution of customer concerns while protecting the customer experience and client brand reputation.

Key responsibilities

Manage escalated customer complaints and dispute cases across all customer service channels

Conduct detailed investigation of customer concerns, account information, billing records, and operational activities

Determine root causes and recommend appropriate resolutions

Coordinate with customer service, back-office teams, and client stakeholders to resolve customer issues promptly

Ensure that complaints are resolved within agreed timelines and service standards

Maintain ownership of escalated cases until final resolution

Act as the immediate point of contact for agent escalation within the operating model

Handle complex customer enquiries that cannot be resolved by frontline agents

Deliver effective service recovery solutions for customers experiencing service failures

Track and maintain complete escalation audit trails, case documentation, and complaint trends

About you

Mandarin read, write, and spoken capability is mandatory

Excellent verbal and written English communication skills

Strong business writing capability with the ability to prepare professional case summaries and investigation reports

Strong analytical and problem-solving abilities

Experience conducting customer complaint investigations

Ability to handle difficult and emotionally charged customer interactions professionally

Minimum 2-3 years of customer service or contact center experience

Minimum 1 year experience handling escalations, complaints, disputes, or specialist customer service functions

Demonstrated experience managing sensitive customer cases and service recovery activities

Proficient in Microsoft Office applications and experience using CRM and case management systems

About us

Adecco is expanding its Business Process Outsourcing (BPO) services and is building a dedicated team to deliver exceptional customer service and operational support to our clients.