Full Time T2 Customer Service Specialist (AI Device Project) Jobs, Salary up to MYR 8,000 in Transcosmos Malaysia Federal Territory - Maukerja

Why Join us?

• Your ideas have real impact.bAn environment that values fresh perspectives, encourages creative problem-solving, and gives you the opportunity to make a meaningful difference.
• Work at the forefront of AI.
• Be part of a global team exploring new ways of working with AI—building AI into how we work, rather than simply adding it on.
• Grow with the industry. Develop your skills and career in a fast-moving industry where innovation and continuous learning are part of the journey.

Ready to help us shape how the world remembers its conversation?
We believe in pushing boundaries. We build AI devices that capture, transcribe and summarise conversations, turning what people say into what they can act on. We serve customers around the world, and every escalation that reaches you is a chance to make the product and the process better. If your are someone who challenge status quo, sharp under pressure and comfortable working in an AI-native team, keep reading.

Whats your task?
As a Tier 2 Customer Service Specialist, you will own and take complex and escalated cases from investigation to resolution, make informed decisions on order refunds, cancellations and work across teams to get problems solved.

Your job is to go beyond resolving the ticket. That means identifying root causes, spotting risk and fraud signals, turning recurring customer pain points into better processes, and sharing insights that help wider Customer Satisfaction Center Team work smarter. You’ll become the go-to specialist for your domain, help share the playbook, and raise the bar for customer experience. Done well, you won’t just resolve escalation - you’ll help prevent them from happening again.

What you’ll own and deliver?

• Escalated customer cases, owned end to end to resolution
• Root cause analysis and lasting fixes, not one-off patches
• Informed decisions on order refunds and cancellations
• Recovery of frustrated customers and protection of the relationship
• Early identification of fraud and risk signal
• Reporting and trend analysis that informs product and process improvements
• Playbooks and SOP documentation for your assigned domain
• Daily use of Zendesk and AI tools to work efficiently and accurately

What makes you a great fit?

• Customer-first mindset: You put the customer’s outcome first, going beyond the standard process when necessary. You take full ownership, actively find a way forward, and remain accountable until the customer’s issue is resolved.
• Resolution skills: You identify the root cause, assess available options, and take decisive action to resolve issues effectively, even when the path forward is unclear.
• AI fluency: You use AI effectively to improve problem-solving, accelerate research, and increase the quality and efficiency of your work.
• Communication: You communicate clearly, proactively, and professionally, ensuring the right stakeholders have the context, actions, and expectations needed to move issues forward.
• Connect beyond work. Enjoy regular team events and bonding sessions that bring people together and build a strong team culture.
• Shape what comes next. Have the opportunity to contribute to the future of AI-native products and how customers experience them.We value individuality, curiosity and creativity.

We’re building a diverse team that reflects the people we serve, and we encourage you to apply even if you don’t meet every criterion. If you’re passionate about making an impact and excited to learn, we’d love to hear from you.

Compensation
- RM 7,000 – 8,000/month (based on experience + interview)

• Night shift allowance
• Shift Hours & Days:
• 3 PM – 12 AM MYT, mainly Sat–Wednesday

Benefits:

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

Work Location: Sunway Visio, Cheras (Near MRT Cochrane and LRT Maluri)

Pay: RM7,000.00 - RM8,000.00 per month

Benefits:

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

Work Location: In person