Executive – Customer Service (Food Delivery - Coe Agent)

🚀 Job Summary On behalf of our client—a globally recognized, market-leading tech food delivery platform—we are seeking high-caliber Customer Service Center of Excellence (COE) Executives . In this elite tier-2/3 support role, you will be employed under a permanent 2-year renewable contract with a global BPO leader, while being permanently seconded to work on-site at the client’s flagship corporate headquarters in Kuala Lumpur, Malaysia. You will act as a subject matter expert handling high-level escalations and optimizing support policies rather than managing volume-based frontline queues. 🎯 Key Responsibilities Advanced Escalation Resolution: Investigate, troubleshoot, and resolve highly complex and critical customer cases escalated by external frontline BPO partners. Vendor Mentorship & Guidance: Provide clear, actionable feedback, training insights, and structural solutions to third-party vendor teams to improve their operational capabilities. Premium User Support: Deliver high-touch, empathetic, and professional assistance to users via inbound/outbound phone calls and structured email channels. Analytical Optimization: Review recurring escalation data trends to locate logical flaws in system support logic, proposing concrete policy improvements directly to internal management. 📑 Job Requirements Experience: Proven professional background in a call center, customer success, or dedicated client relations environment. Business Etiquette: Strong understanding of professional business manners and cultural common sense in corporate settings. Digital Literacy: Excellent familiarity with Google Workspace, Microsoft Office, fast multitasking across enterprise software, and keyboard shortcut proficiency. Preferred Criteria (Good-to-Haves) Prior experience working within a fast-paced BPO or hyper-growth tech startup ecosystem. High learning agility, strong mental resilience, and adaptability to evolving operational guidelines. Excellent touch-typing ("blind touch") s…