Customer Escalation Specialist Cantonese Speaking

Key Responsibilities:

• Manage complex Level 2 customer escalations and complaints through to resolution, ensuring timely responses and adherence to SLAs and KPIs.
• Handle customer interactions via phone, email, and other channels while maintaining a strong customer experience.
• Manage cases involving product returns, replacements, and other customer-related processes in line with company policies.
• Act as the country lead for Order Support, partnering closely with Sales Operations and other stakeholders to address country-specific requirements.
• Provide guidance, coaching, and knowledge sharing to Level 1 and Level 2 teams, including support for onboarding and new processes.
• Collaborate with cross-functional teams including Sales Operations, Legal, Logistics, Payments, Inventory, and IT to resolve complex customer issues.
• Ensure customer resolutions comply with local regulations, consumer rights, and data protection requirements.
• Maintain and improve SOPs, QMS documentation, and operational processes to drive consistency and efficiency.
• Analyze customer cases, trends, and root causes, and prepare reports and recommendations for management.
• Identify recurring customer issues and drive Voice of Customer (VOC) and service improvement initiatives.
• Proactively manage high-risk cases with potential legal, financial, or reputational impact.
• Support change management and lead ad hoc customer experience projects for the country.

Job Requirements

• Fluent Cantonese and English communication skills, both written and spoken.
• 2- 4+ years of experience in customer service, order support, escalation management, contact center, or operations support.
• Experience handling complex customer complaints and Level 2 escalations from investigation through resolution.
• Strong customer-facing and communication skills, with the ability to handle sensitive or high-risk cases professionally.
• Experience working with CRM systems, case management tools, and reporting/analytics.
• Good understanding of SOPs, KPIs, SLAs, and quality management processes.
• Strong problem-solving and analytical skills, with the ability to identify root causes and recommend process improvements.