Customer Service Officer (Hindi Speaker)

1M Technology; Johor Bahru; Presencial; MYR 56.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Laptop provided

Competitive salary

Career progression

Collaborative culture

Multicultural regional team

Descripción de la vacante

1M Technology is seeking a Customer Service Operations Executive to run a 24/7 two-shift CS team in Johor Bahru. You will own planning, quality measurement, records and reporting that guide daily decisions, while maintaining independent QA checks.

The role involves hands-on on-site work, with opportunities to improve CS workflows through AI and automation. The ideal candidate has 3–5 years in CS operations, strong spreadsheet and reporting skills, and experience with ticketing platforms like

Formación

• 3–5 years in Customer Service Operations, QA or workforce and rostering support
• Experience on a digital platform (fintech, payments, e-commerce, SaaS or app-based service)
• Strong spreadsheet skills for forecasts, rosters and trend analysis
• Familiarity with Zendesk, Freshdesk, Salesforce or similar ticketing platforms
• Ability to work on-site in Johor Bahru, Malaysia and manage 12-hour shift patterns

Responsabilidades

• Run weekly workforce plans with the Backline Supervisor
• Publish rosters with two certified agents per hour and a named Duty Leader
• Track attendance and adherence, manage absence cover
• Score conversations and tickets using a QA scorecard
• Calibrate reviewers and sample night shifts for coaching
• Monitor KPIs (volumes, response times, backlog, AHT, CSAT, SLA) and flag breaches
• Maintain handover records, escalation logs and audit trails
• Produce daily, weekly and monthly reports and dashboards
• Coordinate onboarding, training and certification tracking with the Academy Trainer
• Prepare surge rosters during campaign changes
• Review CS workflows for AI and automation with Product and Technology
• Maintain SOPs and knowledge base

Conocimientos

Spreadsheet skills

QA reporting

Roster planning

Zendesk/Freshdesk/Salesforce

Hindi-reading reviewer

Herramientas

Zendesk

Freshdesk

Salesforce

Descripción del empleo

Employment type: Full-time

About Us

1M Technology is a regional technology group managing high-growth digital platforms across multiple markets. 1M Consulting operates under 1M Technology, focusing on building scalable, user-centric platforms. We operate with a lean, high-trust team and move fast.

Our Customer Service team is based in Johor Bahru and runs around the clock in two shifts, day and night, so every customer is looked after at any hour.

The Role

The Customer Service Operations Executive keeps a 24/7, two-shift Customer Service team running smoothly and accurately measured. You will own the planning, quality measurement, records and reporting that the CS Backline Supervisor and the CS Business Unit Lead rely on for daily decisions.

This is a hands-on, on-site role for someone who is organised, analytical and dependable with both people and operational data. You will measure and record operations rather than approve them, which keeps quality checks independent. You will also help improve CS workflows through AI and automation.

Reports to: CS Backline Supervisor

Level: Executive / Support

What You Will Do

Run the weekly workforce plan with the Backline Supervisor: forecast contacts by hour, language and channel, build rosters from the four-crew rotation, and apply approved leave.

Check coverage before publishing any roster: two certified agents every hour, limits on new joiners, and a named Duty Leader. Rebuild failed rosters and publish 7+ days ahead.

Track attendance and adherence, maintain the absence cover chain, run seat-fill drills, and feed variances into the next forecast.

Measure quality: score conversations and tickets on the QA scorecard, run reviewer calibration, sample night shifts, and pass findings to supervisors for coaching.

Monitor live KPIs (volumes, response times, backlog, AHT, CSAT, SLA) and the 15-minute clock on priority cases; flag breaches to the Duty Leader early.

Keep records: the written handover at every shift change (signed by the incoming Duty Leader), escalation logs, training and certification records, and an audit trail.

Produce daily, weekly and monthly reports and dashboards; spot trends and gaps, and recommend extra headcount when staffing triggers are hit.

Support onboarding, training and certification tracking with the Academy Trainer, including supervised first shifts and pass marks.

Coordinate with Risk, Fraud, Payments, Product, Marketing and Compliance, and prepare surge rosters when campaign changes are announced.

Maintain SOPs and the knowledge base, and review CS workflows for AI and automation (chatbot support, ticket categorisation, automated routing) with Product and Technology.

Must Have

Based in, or able to work in, Johor Bahru, with the right to work in Malaysia.

3–5 years in Customer Service Operations, QA or workforce and rostering support, including at least 2 years on a digital platform (fintech, payments, e-commerce, SaaS or app-based service).

Operations scope beyond handling tickets: you have owned reports, rosters, QA scoring or escalations, and have led, coached or covered for a small team or shift.

Able to work on-site rostered shifts, including 12-hour day and night shifts that change each month, weekends and public holidays.

Strong spreadsheet skills (forecasts, rosters, trend analysis) and ticketing platform experience (Zendesk, Freshdesk, Salesforce or similar).

Strong attention to detail, follow-through and discretion with confidential data; comfortable in a fast-paced, multi-department environment.

Good to Have

Hindi reading ability in Devanagari script (QA needs at least one Hindi-reading reviewer).

Experience scoring conversations, QA calibration, or workforce management and rostering tools.

Dashboard or data tools (BI, SQL, Google Sheets automation) to build and automate reports.

Regulated digital-services experience; familiarity with KYC/AML.

Comfortable with AI and automation tools; additional Asian languages

Languages

Our quality team must always include at least one Hindi-reading reviewer. Other Asian languages are welcome.

Shift Pattern

Four crews cover the floor around the clock on 12-hour shifts (Malaysia time), assigned by the month:

Night shift: 6:00 pm – 6:00 am

You stay on the same shift for the whole month and switch between day and night each month. The last 2 days of every month are rest days so you can adjust. Your own roster is confirmed at offer.

What We Offer

Competitive salary package

Flat, collaborative team culture

Laptop and work tools provided

Multicultural regional team

Clear career progression path

Only shortlisted candidates will be contacted. We are an equal opportunity employer.