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...