Operation Support Executive
7 months ago
**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: RM4,000.00 - RM5,000.00 per month
**Benefits**:
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Monday to Friday
**Experience**:
- Operation Support: 3 years (preferred)
- Customer support: 2 years (preferred)
**Language**:
- Mandarin (preferred)
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