Lead Customer Experience & AI Enablement (Malaysia)

TRIIIO VERTEX SDN. BHD.; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

TRIIIO VERTEX SDN. BHD. is seeking a Customer Experience Representative / Lead to join our Malaysia CX hub on a fully onsite basis. The role supports overseas clients across written channels, with hours 9:00 to 18:00.

You will scale and modernize support systems, improve SOPs, and help shape AI and automation to create faster, smarter service. Depending on experience, you may operate in an operational support or team leadership capacity.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Core role: At least 1 year in customer service, brokerage, or operational support.
• Senior/Lead role: At least 3 years in customer service/brokerage, incl. 1+ years leading a team.
• Strong written and spoken English.
• Familiarity with financial services, regulated industries, or trading environments.
• Solid understanding of CX metrics (CSAT, quality scores, SLAs, FCR).

Responsibilities

• Resolve inbound client inquiries across written support channels.
• Maintain high standards for quality, accuracy, and response times.
• Adhere to established procedures and compliance protocols.
• Identify knowledge gaps and improve SOPs and escalation logic.
• Assist in training and refining the AI tools used by agents and clients.
• Lead, coach, and develop CX team members and monitor performance.
• Translate feedback into actionable process improvements with global counterparts.

Skills

English proficiency

Education

Bachelor's degree

Job description

TRIIIO VERTEX SDN. BHD. is seeking a Customer Experience Representative / Lead to join our Malaysia CX hub on a fully onsite basis. The role supports overseas clients across written channels, with hours 9:00 to 18:00.

You will scale and modernize support systems, improve SOPs, and help shape AI and automation to create faster, smarter service. Depending on experience, you may operate in an operational support or team leadership capacity.