Escalations Lead - AI-Driven CS Specialist

Transcosmos; Kuala Lumpur; On-site; MYR 58,000 - 92,000; Full time

Job summary

Transcosmos in Kuala Lumpur, Malaysia is seeking a Tier 2 Customer Service Specialist to serve as the escalation point for complex cases that Tier 1 cannot resolve. The role requires on-site work and a 3:00 PM–12:00 AM MYT schedule with weekend rotation when required.

You will investigate issues, determine root causes and carry cases to resolution, while balancing customer experience, policy, risk and business impact.

Qualifications

• At least one year of customer service experience.
• Experience handling complex, escalated or ambiguous cases.
• Strong ownership and ability to carry cases to resolution.
• Excellent written and spoken English (C1 level or higher).

Responsibilities

• Escalation and complex case resolution: take ownership of cases escalated by Tier 1 and manage them from investigation through closure.
• Risk, fraud and case quality: identify suspicious patterns and maintain clear notes and rationales for high-risk cases.
• Domain ownership and process improvement: monitor volumes, update SOPs and collaborate with cross-functional teams.
• Systems, data and AI: manage live queues in Zendesk, use AI tools for research and drafting, verify AI-generated content.
• Operational excellence: maintain SLA adherence, avoid backlogs, document outcomes and adapt to changing priorities.

Skills

Zendesk experience

Complex case handling

Customer ownership

English communication

Tools

Zendesk

Job description

Transcosmos in Kuala Lumpur, Malaysia is seeking a Tier 2 Customer Service Specialist to serve as the escalation point for complex cases that Tier 1 cannot resolve. The role requires on-site work and a 3:00 PM–12:00 AM MYT schedule with weekend rotation when required.

You will investigate issues, determine root causes and carry cases to resolution, while balancing customer experience, policy, risk and business impact.