Key Responsibilities:

Escalated Complaint Management

• Independently manage complex and high-risk customer complaints with professionalism and tact

• Apply strong negotiation and de-escalation techniques to achieve effective resolutions

• Collaborate closely with outlet PICs, operations, and management teams to resolve issues promptly

• Ensure all cases are handled within SLA timelines and properly documented to closure

Reputation Management

• Craft thoughtful and customised responses to negative Google reviews

• Investigate and resolve review-related concerns to protect brand image

• Proactively identify recurring service issues and highlight areas for improvement

Risk and Documentation

• Prepare clear and structured documentation for tribunal or legal review when required

• Assess potential legal or financial risks before proposing resolutions

• Maintain accurate, detailed, and up-to-date case records

Team Support

• Provide guidance and support to Junior Customer Care Executives

• Assist in onboarding and training of new team members

Requirements

• Diploma or Degree in any relevant field (e.g. Business, Communications, Hospitality or related disciplines)

• 2–4 years of experience in complaint handling, customer service, or CRM

• Proven track record in managing difficult or escalated customer situations

• Strong negotiation and conflict resolution skills

• High emotional intelligence with the ability to remain calm under pressure

• Good judgment in assessing risks before offering solutions

• Good command of English, Bahasa Malaysia and Mandarin.