Customer Service Operations Executive (24/7 Rostering)

1M Technology; Johor Bahru; Sur place; MYR 56 000 - 100 000; Plein temps

Avantages offerts par ce poste

Laptop provided

Competitive salary

Career progression

Collaborative culture

Multicultural regional team

Résumé du poste

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

Qualifications

• 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

Responsabilités

• 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

Connaissances

Spreadsheet skills

QA reporting

Roster planning

Zendesk/Freshdesk/Salesforce

Hindi-reading reviewer

Outils

Zendesk

Freshdesk

Salesforce

Description du poste

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