Customer Operations Specialist

SITA; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Benefits offered by this job

Flex Week 2 days remote

Flex Day

Flex-Location up to 30 days

Employee Wellbeing program

Professional Development

Competitive Benefits

Job summary

SITA, a global leader in air travel technology, is seeking a Customer Operations Specialist in Kuala Lumpur to manage post-delivery contract performance. You will work with the customer-facing team to review services, build customer knowledge, and ensure timely resolutions as product updates roll out.

Ideal candidates have 2–4 years in customer service, experience with CRM/ticketing, and ITIL/change/problem management familiarity.

Qualifications

• Bachelor's degree in IT or related field; equivalent work experience considered.
• ITIL certification preferred for change and problem management.
• Leadership certifications or training for team lead responsibilities.

Responsibilities

• Oversee delivery and technical performance of services with account team.
• Conduct regular customer service reviews and support executive reviews.
• Develop customer knowledge and share with back-office teams.
• Maintain understanding of products to provide accurate support.
• Track product updates to keep customers informed of releases.
• Identify and manage change requests.
• Escalate technical issues to higher-level teams.
• Follow up to ensure issue resolution and customer satisfaction.
• Collaborate with departments to resolve issues and feedback.
• Deliver exceptional service and positive interactions.
• Supervise change and problem management processes.

Skills

CRM systems

Ticketing systems

Customer service

Change management

Problem management

Education

Bachelor's degree

ITIL certification

Leadership certifications

Tools

Ticketing systems

CRM software

Job description

Overview

WELCOME TO SITA
At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.
You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.
Are you ready to love your job?
The adventure begins right here, with you, at SITA.

PURPOSE

A Customer Operations Specialist manages the performance of the customer contract post-delivery by supporting the definition and execution of a customer operation success plan. Being part of the customer facing account team the role of the Customer Operation Specialist is to support with all aspects related to the performance of the support models towards delivering the customer commitments providing proactive analysis insights into customer operations and ensure customer satisfaction.

Key Responsibilities

• Working hand in hand with the customer facing account team to oversee the delivery and technical performance of services.
• Perform regular customer service reviews and support the customer account team in the executive reviews and plans.
• Develop customer intimacy build knowledge of the customer and ensure this knowledge is shared and kept updated for all back-office functions.
• Maintain a deep understanding of the company's products and services to provide accurate support.
• Stay updated on product updates features and common issues to assist customers effectively and ensure customer is kept at latest level of release
• Identify and manage customer change request.
• Identify and escalation technical issues requiring higher-level support or specialized teams
• Follow up with customers to ensure their issues are resolved and satisfaction is achieved
• Collaborate with other departments to resolve customer issues and share feedback with the customer facing team
• Strive to deliver exceptional customer service ensuring a positive experience for every interaction
• Supervise and manage the change management and problem management processes

Qualifications

EXPERIENCE

• 2-4 years of experience in customer service
• Experience troubleshooting technical issues and working with customer-facing teams.
• Hands-on experience with CRM systems and familiarity with ticketing systems.
• Exposure to change management and problem management processes.

Knowledge & Skills

PROFESSION COMPETENCIES
CORE COMPETENCIES

Education & Qualifications

• A bachelor's degree in a relevant field such as Information Technology Customer Service Management or another related discipline. Equivalent work experience may also be considered in lieu of formal education. Certifications (Optional)
• ITIL (Information Technology Infrastructure Library) certification for change and problem management processes.
• Leadership certifications or training in management (e.g. Certified Team Leader or similar) for team lead responsibilities.

What We Offer

We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it’s like to join our team and take a step closer to your best life ever.
Flex Week: Work from home up to 2 days/week (depending on your team's needs)
Flex Day: Make your workday suit your life and plans.
Flex-Location: Take up to 30 days a year to work from any location in the world.
Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.
Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer.

We value a diverse workforce.

In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.

Salary / Compensation Note

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