Escalation Specialist — Customer Recovery Lead

Adecco Outsourcing Recruitment; Kuala Lumpur; Presencial; MYR 60.000 - 90.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Mandarin

English

Business writing

Analytical skills

Investigations

Customer handling

Escalations

Customer service

Service recovery

CRM systems

MS Office

Herramientas

CRM systems

Microsoft Office

Descripción del empleo

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