Mandarin-Speaking Customer Escalation Advocate

Sonata Software; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Sonata Software in Malaysia seeks a Support Escalation Manager (Customer Advocate) to investigate and resolve escalations outside the designed support model. You will build relationships across the organization, partnering with team leads and senior stakeholders to drive effective resolutions and customer loyalty.

The role requires strong communication, empathy, and the ability to mentor peers while aligning with Microsoft product lines such as M365 and Azure.

Qualifications

• Experience handling complex escalations with customer empathy.
• Strong communication with executives, legal and PR teams.
• Ability to mentor team members.
• Proven cross-organizational collaboration.
• Familiarity with Microsoft products (M365, Azure).

Responsibilities

• Investigate and resolve customer escalations that lie outside standard support.
• Drive customer recovery, loyalty and retention across products and services.
• Advocate for best resolution while balancing policy and business needs.
• Communicate case status and roadblocks to stakeholders.
• Mentor and consult with team members.
• Document customer issues for analysis by the business.
• Identify recurring issues and escalate to appropriate channels.
• Engage with Engineering on releases to address critical issues.
• Work with Escalation Engineers and other teams to ensure escalations are addressed.
• Adhere to strict SLAs and self-prioritize case work.
• Create documentation for issues, defects and future processes.
• Share knowledge to help the team grow and develop.
• Other duties as assigned.

Skills

Microsoft products

Customer advocacy

Communication skills

Problem solving

Cross-functional collaboration

Job description

Sonata Software in Malaysia seeks a Support Escalation Manager (Customer Advocate) to investigate and resolve escalations outside the designed support model. You will build relationships across the organization, partnering with team leads and senior stakeholders to drive effective resolutions and customer loyalty.

The role requires strong communication, empathy, and the ability to mentor peers while aligning with Microsoft product lines such as M365 and Azure.