Role Summary : (Mon To Friday)(9.00am to 6.00pm)
(Fluent Simplify Mandarin (mandatory) for reading, writing and speaking)
The Customer Care Champion (Salary Up to RM4500 inclusive incentive) is a senior frontline specialist responsible for handling complex, escalated and exception-based member interactions across voice, email and social channels.
This role operates downstream of the AI chatbot, taking ownership of cases where automation ends and human judgement is required. The Champion ensures end-to-end resolution of escalations, fraud-related investigations, missing points disputes, data privacy requests and partner-linked issues.
This is not a volume-processing role. It is a judgement-driven, ownership-based position designed to protect SLA performance, member trust and stakeholder confidence.
Key Responsibilities
- Take full ownership of AI-escalated cases routed
- Resolve complex issues:
- Ensure resolution within SLA:
- Avoid escalation loops and repeat contacts
- Deliver clear, professional and empathetic responses
- Prevent complaint exposure
- Trigger service recovery for negative CSAT
- Own case resolution until confirmed closure
- Multi-Channel Case Management: Voice, email and social media
Platform Operations Support
- Configure in-app Offers & Rewards
- Execute campaign setup adjustments
- Support backend loyalty configurations
- Maintain weekly error rate <5%
- Ensure 100% setup completion within 1 week
Governance & Compliance
- Comply with PDPA and data protection requirements
- Follow role-based access controls
- Maintain proper case documentation in Zendesk
- Support audit trail integrity
- Ensure all activities are traceable and defensible
Key Performance Indicators (KPIs)
- SLA adherence (Voice, Email, Social)
- First Contact Resolution (FCR)
- Escalation ageing
- Repeat contact reduction
- QA Score
- Platform Ops error rate
- Complaint exposure ≤ SLA threshold
Required Qualifications
- 2–3 years minimum experience in supporting Singapore market environment
- Experience handling escalations, disputes or investigations
- Experience with loyalty / retail / fintech / digital platforms preferred
- Strong written and verbal communication
Language Requirement
- Fluent English (mandatory) CEFR Level B2 for reading, writing and speaking
- Fluent Simplify Mandarin (mandatory) for reading, writing and speaking
- Ability to manage sensitive communication professionally in both languages
Competency Profile
- Strong decision-making ability
- Comfortable handling ambiguity
- High ownership mindset
- Investigation and root cause orientation
- Able to balance AHT discipline with resolution quality
- Escalation maturity and confidence
What Makes This Role Different
Unlike traditional L1 agents:
- No script-only handling
- No pure volume processing
- High case ownership expectation
- Direct impact on SLA integrity and brand trust
This role exists to protect the programme from operational failure, not merely to answer calls.
