Customer Service Operations & Automation Specialist

1M Technology Global; Johor Bahru; On-site; MYR 48,000 - 60,000; Full time

Job summary

1M Technology is a regional technology group focused on scalable digital platforms. The Customer Service Operations Support will assist the CS Lead and frontline team with day-to-day operations, scheduling, reporting, and process improvements through AI and automation.

The role involves coordinating with Risk, Fraud, Payments, Product, Marketing and Compliance while maintaining SOPs and knowledge bases. Fluency in Mandarin and English is preferred, with relocation to Johor Bahru an option.

Qualifications

• Strong spreadsheet and reporting skills are required.
• Experience with ticketing platforms like Zendesk, Freshdesk or Salesforce is beneficial.
• Good coordinating and analytical abilities are needed to support CS operations.

Responsibilities

• Support day-to-day CS operations, including shift schedules and team coverage.
• Monitor ticket volumes, response times, backlog, AHT, CSAT, SLAs.
• Assist with onboarding, training, coaching, and performance follow-ups.

Skills

Spreadsheet proficiency

Reporting skills

Coordination skills

Analytical thinking

Tools

Zendesk

Freshdesk

Salesforce

Job description

1M Technology is a regional technology group focused on scalable digital platforms. The Customer Service Operations Support will assist the CS Lead and frontline team with day-to-day operations, scheduling, reporting, and process improvements through AI and automation.

The role involves coordinating with Risk, Fraud, Payments, Product, Marketing and Compliance while maintaining SOPs and knowledge bases. Fluency in Mandarin and English is preferred, with relocation to Johor Bahru an option.