Internal Customer Experience & Escalation Specialist (Malay)

Salt Digital Recruitment; Kuala Lumpur; On-site; MYR 50,000 - 89,000; Full time

Job summary

Salt is looking to hire a Customer Service Specialist in Kuala Lumpur, Malaysia for a 12-month contract to route internal inquiries to the right teams and resolve queries.

The role requires defining and monitoring projects that boost internal customer experience, optimizing auto-routing, and identifying FAQs to improve self-serve options. You will perform root-cause analysis and coordinate with process teams to close gaps.

Qualifications

• Bachelor's degree or above with over 3 years of relevant working experience in dealing with crisis issues
• Understand the law and understand the mechanism of crisis management
• Previous experience in customer success/escalation role, SOP design and PR experience preferred
• Strong understanding of the processes, working knowledge of call center operations
• Experience in business, financial or statistical analysis
• Good written and verbal communication skills in English & Bahasa Malay speaking preferred
• 3+ years experience in business analysis and reporting management within Customer Service
• Experience in eCommerce platforms in the relevant region
• Experience in chatbot optimization
• Proven experience in data analysis, particularly in conducting root cause analysis

Responsibilities

• Define, build, implement and monitor projects that increase internal customer experience
• Monitor auto-routing to ensure the right point-of-contact is documented in our system
• Identify the most common FAQ's and improve our technology self-help tool so we enable our internal customers to self-serve
• Root-cause analysis for ineffective routing, define a recovery plan and implement
• Total ownership if issues is not resolved, then working with our process team defines a strategy to resolve the gaps

Skills

Crisis management experience

Customer success

SOP design

PR experience

Call center operations

Business analysis

Data analysis

Root cause analysis

Chatbot optimization

Ecommerce platforms

English

Bahasa Malay

Education

Bachelor's degree or above

Job description

Salt is looking to hire a Customer Service Specialist in Kuala Lumpur, Malaysia for a 12-month contract to route internal inquiries to the right teams and resolve queries.

The role requires defining and monitoring projects that boost internal customer experience, optimizing auto-routing, and identifying FAQs to improve self-serve options. You will perform root-cause analysis and coordinate with process teams to close gaps.