Transcosmos Malaysia Hiring! Full Time Tier 2 Customer Service Specialist (AI Experience is Needed) in Federal Territory, Earn up to MYR 6,000 - Ricebowl

Work arrangement: On-site in Kuala Lumpur, Malaysia
Working hours: 3:00 PM–12:00 AM MYT
Work schedule: Five working days per week, including weekend rotations when required

Position Overview

We are looking for a Tier 2 Customer Service Specialist to serve as the escalation point for complex, ambiguous and high-impact customer cases that cannot be resolved by Tier 1.

In this role, you will independently investigate issues, identify root causes and carry cases through to resolution. You will balance customer experience, company policy, financial risk and business impact when recommending or making decisions involving refunds, replacements, reshipments, order cancellations and delivery exceptions.

You will also take long-term ownership of an assigned customer service operations domain, such as refunds, logistics, device lock and unbinding, or fraud. This includes monitoring its performance, maintaining its SOP and working with relevant teams to address recurring issues.

Key ResponsibilitiesEscalation and Complex Case Resolution

• Take ownership of cases escalated by Tier 1 and manage them independently from investigation through closure.
• Investigate the root cause of each issue before proposing a resolution.
• Evaluate available evidence, policies, risks, customer impact and possible remedies.
• Make or recommend accountable decisions involving refunds, replacements, reshipments, delivery exceptions and order cancellations.
• Handle resistant or emotionally escalated customers professionally.
• Provide customers with clear, practical and actionable resolutions.
• Share the handling approach with Tier 1 to support better resolution of similar cases in the future.

Risk, Fraud and Case Quality

• Identify suspicious orders, abnormal return patterns, possible fraud indicators and compensation-related risks.
• Escalate or manage risk-related cases according to the appropriate process.
• Maintain accurate internal notes and clear decision rationales for high-risk or high-value cases.
• Maintain strong case quality while keeping case-reopening and re-escalation rates low.

Domain Ownership and Process Improvement

• Take long-term ownership of an assigned customer service operations domain.
• Monitor case volumes, contact reasons, unusual patterns and recurring issues.
• Maintain and update the domain’s SOP and supporting documents.
• Create an initial process or written guidance when handling a new issue for which no established SOP exists.
• Work with sales, logistics, product, finance and other relevant teams to verify information and address recurring process gaps.
• Proactively report trends, risks and improvement opportunities without waiting to be instructed.

Systems, Data and AI

• Manage live customer service queues using Zendesk or a similar ticketing platform.
• Use views, macros, tags and internal notes to manage cases efficiently.
• Review operational data to identify trends, complaint clusters, anomalies and recurring issues.
• Use approved AI tools for research, drafting, case summaries, reporting and SOP development.
• Independently verify AI-generated information, particularly content involving policies, liability, refunds or compensation commitments.

Operational Excellence

• Clear assigned Tier 1 escalation queues within the required SLA.
• Avoid carrying preventable backlogs across shifts.
• Remain accountable for customer outcomes, response quality, documentation and follow-through.
• Adapt to changing priorities, ad hoc responsibilities and an evolving operational environment.

Key Requirements

• Minimum one year of customer service experience.
• Demonstrated experience handling complex, escalated or ambiguous customer cases.
• Strong personal ownership and the ability to carry cases through to resolution rather than simply transferring them to another team.
• Strong customer-focused mindset, including the willingness to explore justified exceptions through the appropriate approval process when the standard resolution does not adequately address the customer’s situation.
• Comfortable making decisions in situations where the process or information may not be completely defined.
• Willing to investigate unfamiliar policies directly with the relevant source instead of relying solely on the closest available template.
• Able to remain professional when handling resistant or emotionally escalated customers.
• Strong written and spoken English, preferably at C1 level or above.
• Willing to work permanently from 3:00 PM to 12:00 AM MYT.
• Willing to work weekend rotations when required.
• Able to work fully on-site in Kuala Lumpur, Malaysia.

Preferred Qualifications

• Experience using Zendesk or a similar customer service ticketing system.
• Experience handling refunds, replacements, reshipments, order cancellations or delivery-related remedies.
• Experience in e-commerce, marketplaces, FinTech, SaaS, consumer hardware or technology customer service.
• Experience collaborating with sales, logistics, product or finance teams.
• Experience reviewing reports or operational data to identify recurring customer issues.
• Experience configuring Zendesk macros, triggers, views or automation rules.
• Experience using AI tools to support case analysis, drafting, summarisation, reporting or SOP development.
• Experience working in a startup, AI company or fast-moving technology environment.

Candidates do not need to have previously held a “Tier 2” job title. We place greater importance on evidence of independent judgment, customer ownership and problem-solving ability than on job title or total years of experience.

Pay: RM5,000.00 - RM6,000.00 per month

Benefits:

• Dental insurance
• Health insurance
• Opportunities for promotion
• Professional development

Work Location: In person