Customer Escalation Specialist - Banking Industry - Mandarin Speaker

We are looking for a detail-oriented and empathetic Complaints Handling Specialist to manage and resolve complex customer complaints, including those escalated to senior management and external channels. You will act as the key representative of the Bank in ensuring customer satisfaction, protecting brand reputation, and driving continuous improvement in service quality.

Key Responsibilities

Manage and resolve customer complaints escalated via management office, regulators, or social media platforms.

Liaise with internal departments to investigate issues and provide timely, accurate resolutions.

Prepare clear, professional written responses to customers on behalf of the Bank’s senior management.

Ensure all cases are handled in compliance with internal policies and regulatory requirements.

Monitor and analyze root causes of recurring issues, and recommend process improvements.

Support the development of complaint handling frameworks and escalation procedures.

Track case status and maintain detailed documentation in complaint management systems.

Collaborate with the communications and customer experience teams to manage sensitive or high-profile cases.

Requirements

Degree in Business, Communications, Finance, or related discipline.

At least 2 - 3 years of experience in complaint handling, escalation management, or customer service in the banking / financial industry .

Strong written and verbal communication skills in English and Mandarin (additional languages are a plus).

Excellent interpersonal skills and the ability to manage difficult conversations with professionalism.

Sound judgment, strong problem-solving, and analytical skills.

About the Company

TP (Formerly Known As Teleperformance) is a global leader in digital business services, delivering customer experience solutions for some of the world’s most respected brands. With over 410,000 employees across 170 countries, TP blends advanced technology with human empathy to support customers across voice, chat, email, and social platforms. TP Malaysia is a certified Great Place to Work and a leading multilingual hub supporting more than 20 languages.

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