Customer Service Executive, L2 SWAT

We SummitNext Technologies Sdn. Bhd. are a BPO and Technology Solutions provider where innovation meets excellence.

As we continue our rapid expansion we are seeking dynamic and driven individuals to join our team as Customer Service Executive L2 SWAT supporting clients within the e-commerce industry by handling complex and high-impact customer cases.

Position Title: Customer Service Executive L2 SWAT
Department: Customer Service
Reporting To: Team Lead

Key Responsibilities

• Handle complex sensitive and high-risk cases escalated from L1 BPO or internal teams
• Conduct end-to-end investigations by reviewing case history internal notes policies supporting evidence and communication logs
• Take full ownership of escalated cases from intake to closure ensuring timely follow-ups and proper documentation
• Manage cases involving severe dissatisfaction repeat contacts potential escalations or high business impact
• Handle walk-in cases ensuring professional face-to-face engagement and resolution or follow-up
• Collaborate with cross-functional teams (e.g. Logistics Returns & Refunds Payments Seller Operations Product PR Legal) to resolve cases
• Provide clear accurate and professional written and verbal communication especially for complex or sensitive issues
• Support callback cases and other high-touch customer interactions when required
• Identify root causes (people process system upstream gaps) and escalate findings to relevant stakeholders
• Proactively flag urgent and high-risk cases for visibility and timely intervention
• Support root cause analysis for recurring escalations and complaints
• Contribute to SOP improvements knowledge base updates and operational recommendations
• Assist with ad hoc tasks manual reviews clean-up exercises and special projects
• Maintain strong performance in productivity quality and customer satisfaction metrics
• Participate in calibration sessions case reviews and continuous improvement initiatives

Requirements

• 13 years of experience in customer service escalation handling complaint management or complex case resolution
• Strong written and verbal communication skills in English and Bahasa Malaysia
• Strong analytical and investigation skills with attention to detail
• Good judgment in balancing customer experience policy compliance and business risk
• High level of ownership and accountability in handling sensitive cases
• Ability to work in a fast-paced high-volume environment
• Strong stakeholder management and cross-functional coordination skills
• Good problem-solving skills with the ability to identify trends and root causes
• Familiarity with case management systems SOP interpretation and escalation workflows is an advantage
• Experience handling management escalations high-risk complaints walk-in cases or backend-dependent cases is preferred

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