Customer Service Operations & Analytics Specialist

1M Technology; Johor Bahru; On-site; MYR 60,000 - 80,000; Full time

Job summary

1M Technology in Malaysia is seeking a Customer Service Operations Support professional to assist the CS Business Unit Lead with day-to-day operations, scheduling, reporting, and process improvements. The role emphasizes accuracy, cross-functional coordination, and data-driven decision support.

You will monitor KPIs, help with onboarding and training, develop CS dashboards, and explore AI-driven automations in collaboration with Product and Technology teams.

Qualifications

• 2–4 years of experience in Customer Service, Customer Service Operations, or a related support role.
• Strong spreadsheet and reporting skills, with the ability to consolidate and interpret operational data.
• Experience with ticketing platforms such as Zendesk, Freshdesk, Salesforce, or similar systems.

Responsibilities

• Support the CS Business Unit Lead with day-to-day Customer Service operations, including shift schedules, team coverage, attendance, and daily workforce coordination.
• Monitor ticket volumes, response times, backlog, AHT, CSAT, SLA performance, and other relevant KPIs.
• Assist with team briefings, onboarding, training, coaching, and performance follow-ups; track outstanding tasks and ensure timely follow-up.
• Prepare daily, weekly, and monthly CS reports, dashboards, and summaries by consolidating performance data across relevant systems.
• Identify trends, performance gaps, and recurring operational issues to support manpower planning and operational decision-making.
• Support handling of escalated or complex customer cases, including account, payment, KYC, complaints, and responsible-gaming matters.
• Escalate sensitive or high-risk cases to the appropriate person or department, ensuring proper documentation and follow-through to resolution.
• Coordinate between Customer Service and Risk, Fraud, Payments, Product, Marketing, and Compliance teams; communicate updates and gather frontline feedback.
• Assist in creating and maintaining CS SOPs, internal guidelines, and knowledge-base content; support quality checks and monitor compliance with company procedures and applicable regulatory requirements.
• Review CS workflows to identify opportunities for AI and automation (e.g. chatbot support, ticket categorisation, automated routing), and support testing and implementation with Product or Technology teams.

Skills

Customer service

Operations coordination

Reporting

Zendesk

Freshdesk

Salesforce

Tools

Zendesk

Freshdesk

Salesforce

Job description

1M Technology in Malaysia is seeking a Customer Service Operations Support professional to assist the CS Business Unit Lead with day-to-day operations, scheduling, reporting, and process improvements. The role emphasizes accuracy, cross-functional coordination, and data-driven decision support.

You will monitor KPIs, help with onboarding and training, develop CS dashboards, and explore AI-driven automations in collaboration with Product and Technology teams.