Job Description
Position
SME Customer Care Specialist
Experience
1–3 years
Key Responsibilities
- Handle escalated customer cases across voice, email and social channels
- Investigate and resolve complex member issues, disputes and missing points cases
- Ensure cases are resolved within the agreed SLA with minimal repeat contacts
- Provide professional and empathetic communication when handling complaints
- Manage service recovery and take full ownership of cases until closure
Platform Operations Support
- Configure and maintain in‑app offers and rewards
- Support campaign setup and operational adjustments
- Assist with loyalty platform and backend configurations
- Maintain low platform operation error rates
Governance & Compliance
- Ensure compliance with PDPA and data protection requirements
- Maintain accurate documentati...