Escalation Specialist (Call Centre | East) - #1162289

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work here:

• Attractive remuneration, great perks, and performance incentives

• Comprehensive medical, insurance, or social security coverage

• World-class workspaces

• Engaging activities and recognition programs

• Strong learning and development plans for your career growth

• Positive work culture that enables your future

• Easy to locate area with direct access to public transport

• Flexible working arrangements

• Be coached and mentored by experts in your field

• Join a global company, winner of hundreds of industry awards

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Manage complaints and escalations from consumers and members of the public

• Work with service providers and internal and external stakeholders to ensure all cases/feedback are resolved and closed within stipulated service level

• Follow up with service providers on case outcome and close the loop with the consumers/members of the public

• Prepare and submit trend and status reports and perform any other tasks that may be required

• Perform other duties and responsibilities that may be assigned by management within your category of employment for the effective implementation, maintenance, and continual improvement of the Quality Management System of TDCX

Who are we looking for?

• Possess at least a bachelor's degree in any discipline

• Preferably with 3 years of experience in managing customer escalations

• Possess good organizational skills and high attention to details

• Possess good verbal and written communication skills

• Demonstrate good comprehension of case issues and ability to manage difficult customers

• Ability to develop and use collaborative relationships to work towards case resolution

• Dynamic and result-oriented team player with strong initiative

• Ability to multi-task and work in a fast-paced and dynamic environment

• Interest in engaging people and able to handle difficult customers with expressed empathy and patience to listen to issues raised

• Familiar with MS Office software e.g., PowerPoint, Word and Excel

Who is TDCX?

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.

Visit www.tdcx.com for more info.