Operations Support Executive

5 days ago

Kuala Lumpur, Malaysia JP Caliber Full time

Our client is a leading provider of innovative Business Process Outsourcing (BPO) solutions, dedicated to enhancing operational efficiency and customer satisfaction for our esteemed clients, with a particular focus on Web3.0-based clients. We pride ourselves on our commitment to excellence, integrity, and continuous improvement. As a forward-thinking organization, we embrace creativity, collaboration, and innovation in everything we do, striving to exceed industry standards and deliver exceptional value to our clients

**Key Responsibilities**:

- Oversee and manage day-to-day support operations to ensure timely resolution of client inquiries, issues, and requests.
- Collaborate with cross-functional teams to develop and implement support processes, procedures, and best practices.
- Monitor support ticket queues, prioritize tasks, and allocate resources effectively to meet service level agreements (SLAs) and client expectations.
- Identify opportunities for process improvement and optimization to enhance operational efficiency and customer satisfaction.
- Analyse support metrics and performance data to identify trends, patterns, and areas for improvement, and develop actionable insights.
- Lead and support initiatives to streamline workflows, automate repetitive tasks, and enhance productivity within the support organization.
- Provide guidance, mentorship, and training to support team members to ensure they have the necessary skills and knowledge to deliver exceptional service.
- Collaborate with internal stakeholders to address systemic issues, escalate critical issues as needed, and implement sustainable solutions
- Stay abreast of industry trends, emerging technologies, and best practices in support operations, and make recommendations for continuous improvement.
- Maintain accurate documentation, reports, and records related to support operations, ensuring data integrity and compliance with internal policies and regulations.
- Assist as a customer service representative to answer tickets and resolve customer inquiries when necessary, ensuring timely and satisfactory resolution.

**Qualifications**:

- Bachelor's degree in Business Administration, Management, or a related field preferred.
- Proven experience in support operations, customer service, or a related field, with a strong track record of success.
- Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
- Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and drive actionable insights.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and communicate complex ideas clearly and concisely.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and support management tools/software.
- Ability to adapt quickly to changing priorities, work independently with mínimal supervision, and thrive in a collaborative team environment.
- Fluent in English and Chinese at a professional level, with the ability to communicate effectively in both languages.
- Knowledge and familiarity with Zendesk or similar support management platforms is preferred.
- Knowledge or understanding of Web 3.0 concepts, including blockchain, cryptocurrency, and how exchanges work, is highly desirable.

**Job Types**: Full-time, Permanent

Pay: From RM4,000.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

**Experience**:

- Zendesk: 2 years (required)

**Language**:

- Mandarin (required)

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