Mandarin Escalations Specialist - End-to-End Support

7802 Accent.Tech.Solut.Sdn Bhd Company; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

Accenture is seeking an Escalations Management Analyst for Mandarin markets in Kuala Lumpur. You will take end-to-end ownership of escalated issues, coordinating with cross-functional teams to resolve cases swiftly while maintaining exemplary customer service.

This role values proactive problem-solving, strong communication, and the ability to work under pressure. The position emphasizes root cause analysis and service improvement, with a focus on delivering timely updates to stakeholders and

Qualifications

• Excellent verbal and written communication in Mandarin and English.
• 1–3 years in customer support, service operations, service desk, or case management in fast-paced environments.
• Proven experience handling customer or client escalations end-to-end.
• Exposure to root cause analysis and service improvement initiatives is an advantage.
• Experience in IT, telecommunications, networking, or technology services environment is preferred.

Responsibilities

• Act as the primary point of contact for escalated issues, ensuring timely end-to-end resolution or proper hand-off.
• Perform root-cause analysis of escalated cases and provide updates to stakeholders.
• Maintain high standards of customer service and take proactive measures to prevent escalations.

Skills

Mandarin

English

Escalation management

Root cause analysis

Service operations

Multi-tasking

Tools

Database

Microsoft Office

Job description

Accenture is seeking an Escalations Management Analyst for Mandarin markets in Kuala Lumpur. You will take end-to-end ownership of escalated issues, coordinating with cross-functional teams to resolve cases swiftly while maintaining exemplary customer service.

This role values proactive problem-solving, strong communication, and the ability to work under pressure. The position emphasizes root cause analysis and service improvement, with a focus on delivering timely updates to stakeholders and