Escalation Duty Specialist

4 days ago

Petaling Jaya, Malaysia PROCURRI SINGAPORE PTE. LTD. Full time

**Role Summary**:
The Escalations Duty Specialist (EDS) is an escalation role designed to help facilitate effective communication and drive successful completion of support cases that have customer satisfaction issues. The role involves fielding customer satisfaction escalations, understanding the customer concerns and communicating effectively with internal and external customers while taking an active lead in resolving the situation to deescalate. The role requires working closely with the Engineering & Support team members who are actively working the case as well as coordinating with internal teams and vendors (FedEx, UPS, Flash) who contribute to an improved customer experience. An escalation duty manager also acts as a primary point of contact for the L1/L2 team for questions around process and procedures associated with case work. The escalation duty manager therefor must effectively coach and guide team members who need help.

**Essential Responsibilities**:

- Within 15 minutes of request, reach out directly to the escalation originator by phone to confirm you have received the escalation request and will be contacting appropriate parties to understand the situation. Set expectation on when you will follow up with them initially and subsequently thereafter (i.e. every hour, couple hours, etc. depending on severity of issue). Make sure escalation requestor is OK with communication cadence.
- Responsible for documenting the escalation in salesforce and logging any complaints or quality defects that contributed to the escalation.
- Reach out and contact the end-user (via partner) who is involved with the source of the escalation to listen to any issues that they are having with the ticket and service. Define the issue(s) from Voice-Of-Customer (VOC) exercise.
- Define appropriate path forward to resolve the escalation. This may involve working with the support team member, vendors, partners, sales, service delivery, operations.
- If technical escalation is requested, follow Engineering escalation process
- Communicate action plans to all parties using the standard escalations form
- Drive escalated cases back on track and de-escalate as soon as possible
- Document and ensure smooth transfer of escalations from shift-to-shift EDMs
- Communicate regularly with all parties that have been involved with the initial escalation/complaint.
- Drive communication on P1/P2, E1 Major Incidents, and E2 Customer Impact tickets and push to closure as fast as possible
- Monitor and guide E3 Heightened Awareness escalations to confirm they are on the right track
- Available by phone “off shift” if needed to explain additional background
- Support Root Cause analysis (RCA) for Service Delivery misses.
- Support Quality Audits of Closed Cases
- Participate in Service Event Reviews (Post Mortems) as needed.
- Guide and Coach the L1/L2 team on shift, as needed, to ensure that their questions are answered, and they are effectively following the case management process
- Provide performance feedback of L1/L2 team to NOC Manager (i.e. success factors)Responsible for managing the day-to-day shift activities of the team, including scheduling, team assignments, and callouts. (as-needed)
- Openness to adapt role and responsibilities to current business dynamics and landscape.

Pay: RM5,500.00 - RM7,000.00 per month

Schedule:

- Monday to Friday

Application Question(s):

- What is your expected salary?

**Experience**:

- IT : 2 years (required)

Work Location: In person

  • Technician (Elevator&escalator)

    4 days ago

    Petaling Jaya, Malaysia Elion Elevator Sdn Bhd Full time

    **Responsibilities and Duties**: - Ensure that all lifts and escalators meet safety standards in accordance with Malaysian safety regulation (such as JKKP) & internal policies. - Oversee emergency procedures and coordinate drills in collaboration with the Facilities Management team to ensure readiness in the event of equipment malfunction. - Maintain...

  • Technical Support Specialist

    4 days ago

    Petaling Jaya, Malaysia Lava Protocols Sdn Bhd Full time

    Technical Support Specialist (Junior) Selangor - Kelana Jaya **Responsibilities**: Position Summary The Technical Support Specialist will be part of a team responsible for providing external customers. **Responsibilities**: - Serve as the primary point of contact with external customers in relation to deployed solutions. - Ensures exceptional customer...

  • Escalation Enterprise Tse

    1 week ago

    Petaling Jaya, Malaysia Infoblox Full time

    It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently...

  • Clinic assistant

    2 days ago

    Petaling Jaya, Selangor, Malaysia HappyKids Child Specialist Clinic Full time 24,000 - 72,000 per year

    Vacancy @ HappyKids Child Specialist Clinic, Taman Megah, Petaling Jaya.We have vacancy for Clinic Assistant (female) - start work Jan 2026Malaysian, able to speak English & BM. Mandarin speaking will be an additional advantage.Need to be computer literate.Similar experience is an advantage but fresh graduates are welcome to apply. Training and supervision...

  • Gpms Regional Specialist Iii

    2 days ago

    Petaling Jaya, Malaysia Johnson & Johnson Full time

    **Job Function**: Customer Management **Job Sub**Function**: Technical Customer Service **Job Category**: Professional **All Job Posting Locations**: Petaling Jaya, Selangor, Malaysia **This position provides support to one or more regional complaint call centers, monitors daily metrics, handle customer**: **escalations, and actively monitor workflows...

  • Gpms Regional Specialist Iii

    2 days ago

    Petaling Jaya, Malaysia Johnson & Johnson Full time

    **Job Function**: Customer Management **Job Sub Function**: Technical Customer Service **Job Category**: Professional **All Job Posting Locations**: Petaling Jaya, Selangor, Malaysia **This position provides support to one or more regional complaint call centers, monitors daily metrics, handle customer**: **escalations, and actively monitor workflows This...

  • Legal Specialist

    7 days ago

    Petaling Jaya, Malaysia Pride Professional Sdn Bhd Full time

    **PridePRO is a Regional Executive Recruitment Company headquartered in Malaysia, specializing in talent acquisition across Southeast Asia, including Thailand, Indonesia, and Singapore.** **Join as L:egal Specialist for Global Leader in Logistics & Freight Forwarding!** Our client is a well-established global leader in logistics and supply chain...

  • Purchasing Specialist

    1 week ago

    Petaling Jaya, Malaysia Schlumberger Full time

    **About us** - We are a global technology company, driving energy innovation for a balanced planet.- Together, we create amazing technology that unlocks access to energy for the benefit of all. - Our inclusive culture is the key to our success. We collaborate with our internal community of colleagues, alumni, and our valued external partners to support each...

  • Customer Care Specialist – Complaints Handling

    2 days ago

    Petaling Jaya, Selangor, Malaysia TP Full time 60,000 - 80,000 per year

    About the RoleWe are looking for a detail-oriented and empatheticCustomer Care Specialistto manage and resolve complex customer complaints, including those escalated to senior management and external channels. You will act as the key representative of the Bank in ensuring customer satisfaction, protecting brand reputation, and driving continuous improvement...

  • Client Technical Support Specialist

    2 days ago

    Petaling Jaya, Malaysia TACHub Systems (Asia) Pte Ltd Full time

    **Location**: Petaling Jaya **Employment Type**: Full-Time **Industry**: IT Industry We are looking for a dedicated and technically skilled **Customers Technical Support Specialist** to join our IT support team. This role involves providing Level 1 and 2 support to end-users, managing IT systems and infrastructure, and ensuring customer satisfaction through...