Escalation Specialist (AI Device Project) -Mandarin Speaker

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

Transcosmos (Malaysia) Sdn. Bhd. seeks a T2 Customer Service Specialist to escalate and resolve complex customer cases, balancing policy with customer experience while using Zendesk and approved AI tools.

You will own a CS domain such as refunds, logistics, or fraud, maintain SOPs, and collaborate with sales, product, finance and logistics to address root causes for recurring issues. The role requires 1–3 years in customer service, strong English and Mandarin, and the ability to analyze data and

Qualifications

• 1–3 years of customer service experience with escalated or complex cases.
• Proven ownership beyond standard processes when appropriate.
• Hands-on Zendesk experience on a live queue.
• Experience making refunds, replacements, or cancellations with financial awareness.
• Identify abnormal return patterns or fraud indicators and act accordingly.
• Ability to pull and analyse operational reports for trends.
• English proficiency at C1 level or higher; Mandarin for Taiwanese support.
• Experience using AI tools with verification of outputs.

Responsibilities

• Own T1 escalations from investigation to closure.
• Conduct root-cause analysis considering policy, risk, and customer impact.
• Make fund-related decisions within authority (refunds, replacements, shipping, cancellations).
• Handle resistant customers professionally and provide actionable solutions.
• Close the loop with T1 and document handling for future cases.
• Identify fraud indicators and follow prescribed processes.
• Maintain domain SOPs and drive cross-functional improvements.
• Operate Zendesk on live queues and maintain documentation.

Skills

Customer service experience

Zendesk proficiency

Decision making on refunds

Fraud/risk identification

Data analysis

English (C1)

Mandarin proficiency

AI tool usage

Escalation handling

Tools

Zendesk

AI tools

Job description

The T2 Customer Service Specialist serves as the escalation point for complex, ambiguous, and high impact customer cases that cannot be resolved at T1. The role independently investigates root causes, makes accountable decisions regarding refunds, replacements, shipping, and order cancellations, and drives cases through to resolution while balancing customer experience, policy, risk, and business impact. The role also owns a defined customer service operations domain, maintains its SOP, identifies recurring issues through data, collaborates with cross-functional teams to address root causes, and uses Zendesk and approved AI tools efficiently and responsibly.

B. Key Responsibilities

• • Take ownership of T1 escalations and resolve complex or ambiguous cases independently from investigation through closure.
• • Perform root‑cause analysis before proposing a solution; assess evidence, policy, risk, customer impact, and available remedies.
• • Make fund‑related decisions within authority, including refunds, replacements, reshipments, shipping exceptions, and order cancellations.
• • Handle resistant or emotionally escalated customers professionally and provide clear, actionable solutions.
• • Close the loop with T1 by explaining the handling approach for similar future cases.
• • Identify common indicators of fraud, abnormal returns, suspicious orders, and compensation related risk, and follow the required process.
• • Maintain accurate documentation and sound decision rationale for high‑risk or high‑value cases.
• • Meet T2 quality standards while maintaining low case‑reopen and re‑escalation rates.

3. Domain Ownership & Process Improvement

• • Own one assigned CS operations domain, such as refunds, logistics, device lock/unbinding, or fraud, and handle its cases independently end to end.
• • Maintain and update the domain SOP, track volume, reasons, and anomalies, and drive relevant teams to address recurring root causes.
• • Work closely with sales, logistics, product, finance, and other teams to verify information and remove recurring process friction.

4. Systems, Data & AI Enablement

• • Operate Zendesk fluently on live queues, including views, macros, tags, and internal notes.
• • Pull and analyse reports to identify trends, anomalies, complaint clusters, and refund or issue patterns, then drive appropriate follow‑up actions.
• • Use approved AI tools for drafting, research, case summarisation, reporting, or SOP work, while independently verifying statements involving liability, policy, or compensation commitments.

5. Operational Excellence

• • Clear assigned T1 escalation queues within SLA and avoid carrying preventable backlog across shifts.
• • Maintain accountability for customer outcomes, response quality, documentation, and follow through.

C. Qualifications

Key Requirements:

• • 1–3 years of customer service experience, including demonstrated experience independently handling escalated or complex cases; total tenure alone is not the screening criterion.
• • Strong customer‑obsession mindset, with evidence of taking accountable ownership beyond standard processes when appropriate.
• • Hands‑on Zendesk experience and confidence working independently on a live queue.
• • Experience making decisions on refunds, replacements, shipping, or cancellations, with an understanding of financial risk and accountability.
• • Able to identify abnormal return patterns, suspicious orders, potential fraud indicators, and other risk signals, and take appropriate action in accordance with established processes.
• • Able to independently pull and analyse relevant operational reports, identify anomalies, recurring issues, trends, and potential root causes.
• • English proficiency at C1 level or above for detailed, high‑stakes customer communication. Able to speak, read and write in Mandarin is compulsary as the agent will be supporting Taiwanese Customers as well.
• • Demonstrated hands‑on experience using AI tools for activities such as case analysis, research, drafting, summarisation, reporting, or SOP development, with a structured approach to verifying and correcting AI‑generated outputs before use.
• • Able to remain professional when handling resistant or emotionally escalated customers without becoming defensive or over‑conceding.

Preferred Requirements:

• • Background in e‑commerce, marketplace, SaaS, consumer hardware, or technology customer service.
• • Experience collaborating with sales and logistics teams on complex order or delivery issues.
• • Experience configuring Zendesk macros, triggers, views, or automation rules beyond daily ticket handling.
• • Experience using AI to improve a repeatable workflow, such as reusable prompts, case summarisation, report preparation, or SOP drafting.
• • Experience working in a startup or AI/technology company. Chinese language proficiency is an added advantage.

D. Working Location & Working Hours

• • Working Hours: 15:00–24:00 SGT (3:00 PM–12:00 AM MYT), primarily Monday to Friday, with weekend rotation scheduled based on operational needs.

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.