Escalation Specialist: Complex Case Resolver

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

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