Senior Associate-Escalation Management-Escalation Management

Department: Customer Service

Location: Malaysia

Job Description

• Primary Escalation Resolution: Own end-to-end resolution of high-risk escalations from regulatory bodies, walk-in, Media and C-level complaints, achieving 90%+ First Call Resolution rate & 24hrs resolution and preventing case recurrence through systematic root cause elimination, as well as high reopened cases/ top important cases.
• Process Optimization & Fix: Identify and permanently resolve broken processes that generate escalations, implementing “Once and Done” solutions that prevent similar issues from recurring across the customer base.
• BPO Partnership & Agent Enablement: Collaborate with BPO teams to enhance escalation handling capabilities, establish clear handoff protocols, and build agent competency to resolve complex cases at first contact.
• Regulatory & Compliance Management: Serve as primary liaison for regulatory escalations, ensu...