Customer Operations & Success Specialist

SITA; Kuala Lumpur; Vor Ort; MYR 60.000 - 100.000; Vollzeit

Benefits dieser Stelle

Flex Week 2 days remote

Flex Day

Flex-Location up to 30 days

Employee Wellbeing program

Professional Development

Competitive Benefits

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

CRM systems

Ticketing systems

Customer service

Change management

Problem management

Ausbildung

Bachelor's degree

ITIL certification

Leadership certifications

Tools

Ticketing systems

CRM software

Jobbeschreibung

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.