Job Description

TDG is a fast-growing Martech and Loyalty Solutions company supporting leading brands across Malaysia through customer engagement, rewards and digital transformation programmes.

We are transforming our Careline operations through AI-powered support systems, automation and ticketing platforms. We are looking for an Ticketing & Case Management Executive to work alongside AI agents, manage escalated cases and help shape the future of service operations.

Job Descriptions:

• Manage customer enquiries and cases through ticketing systems and digital support channels.
• Handle cases escalated from AI support agents that require human intervention.
• Investigate issues related to rewards redemption, campaign participation, loyalty accounts and system-related matters.
• Collaborate with Technology, CRM, Operations and Fulfilment teams to resolve customer cases.
• Ensure tickets are managed and resolved within service level agreements (SLAs).
• Monitor AI support performance and identify opportunities for improvement.
• Review AI-generated responses and recommend enhancements to improve customer experience.
• Support knowledge base management, FAQ updates and process documentation.
• Prepare operational reports and case resolution summaries.
• Participate in service improvement and automation initiatives.
• Inbound / outbound phone support is generally not required.

Job Requirements

• Diploma or Degree in any discipline.
• Fresh graduates are encouraged to apply.
• Up to 2 years of working experience.
• Strong communication and interpersonal skills.
• Good analytical and problem-solving abilities.
• Strong critical thinking and follow up skills.
• Comfortable working with digital systems and technology platforms.
• Ability to learn quickly and adapt to new technologies.

Skills