Operations Specialist (B2B)

OmniTrans AI Sdn. Bhd.; Kuala Lumpur; Hybrid; MYR 22.000 - 33.000; Vollzeit

Zusammenfassung

OmniTrans AI Sdn. Bhd. is seeking a diligent customer operations professional in Malaysia to monitor middleware, manage OTA tickets, and coordinate with suppliers.

You will handle inquiries, verify statuses, and resubmit orders while recording detailed exception data for operational improvements. The role requires 1–3 years in B2B customer service or ticket handling, with fluency in English and Chinese. A diploma or above is preferred, and Microsoft Excel skills are advantageous for data

Qualifikationen

• Diploma or above; candidates in Logistics, Transportation, Business Admin, Information Management preferred.
• 1–3 years in B2B customer service, OTA, ticketing, transportation, order management, or related fields preferred.
• Fluent English and Chinese with strong business communication; Chinese-speaking candidates required.

Aufgaben

• Monitor middleware, API connectivity, order submissions, and supplier status; promptly raise alerts and coordinate with Technical and Operations teams.
• Handle tickets and enquiries from OTA platforms; coordinate with suppliers to confirm status and ensure data consistency.
• Communicate with OTA contacts via ticketing systems, email and phone; manage status verification, exceptions and resubmissions.
• Accurately record exceptions, error codes, affected orders, API/supplier details, and actions; prepare daily exception reports.
• Maintain duty coverage during workdays and participate in weekend WFH duties as rostered for urgent matters.
• Follow company's API business rules, status definitions, SLA requirements, and communication standards; identify recurring issues for process improvement.

Kenntnisse

B2B support

Ticketing

API awareness

Ausbildung

Diploma or above

Tools

Microsoft Excel

Jobbeschreibung

OMNITRANS AI SDN. BHD. is a Malaysia-based Travel Technology company headquartered in Kuala Lumpur. We specialize in building digital infrastructure for cross-border ground transportation through Artificial Intelligence (AI), cloud computing, big data, and API technologies.

OMNITRANS Al provides a cloud-native digital platform that enables travel businesses to access, distribute and manage cross-border ground transportation services efficiently. Our platform integrates multiple transportation suppliers into a standardized ecosystem and offers intelligent automation throughout the entire transaction lifecycle.

Key Responsibilities

System Monitoring

Monitor the operation of the middleware system, API connectivity, order submission/callbacks, automated order routing, and supplier status updates.

Immediately record and raise alerts for system errors, failed submissions, timeouts, supplier abnormalities, and other operational issues, and coordinate with the Technical and Operations teams for follow-up.

Order and Ticket Management

Handle tickets, enquiries, and exceptional orders received from OTA platforms.

Coordinate with suppliers for confirmation, follow up on status updates, and ensure data consistency.

Customer Communication

Communicate with OTA contacts through ticketing systems, email, and telephone.

Handle enquiries, status verification, exception claims, data reconciliation, and requests for order creation/resubmission.

Make outbound calls when necessary to provide updates and communicate proposed solutions.

Records and Reporting

Accurately record the type of exception, error codes, number of affected orders, relevant API/supplier information, and actions taken.

Prepare daily exception reports and provide updates to support operational improvements.

Duty and Shift Support

Maintain normal duty coverage during working days.

Upon confirmation of employment, participate in weekend work-from-home duty according to the assigned roster to handle urgent matters.

Non-urgent matters will be followed up during normal working days.

Process Compliance

Follow the Company's API business rules, status definitions, SLA requirements, and communication standards.

Identify recurring issues and operational pain points, and provide feedback and recommendations for process improvement.

Requirements

Education: Diploma or above. Candidates with qualifications in Logistics & Transportation, Business Administration, Information Management, or related fields are preferred.

Experience: 1–3 years of experience in B2B customer service, OTA, ticketing, transportation, order management, after-sales support, or ticket handling. Candidates with exposure to API integration, system back-office operations, or API messages are preferred.

Languages: Fluent in English and Chinese, with strong business communication and written communication skills preferred.We are looking for chinese-speaking candidates who will be serving chinese-speaking customers.

Technical Skills: Proficient in Microsoft Excel, including data analysis, statistics, and reconciliation. Familiar with ticketing systems and email-based office operations. Candidates who can understand system statuses, basic error messages, and the order submission → order routing → callback process are preferred.

Business Knowledge: Basic knowledge of railway ticketing, train schedules, rescheduling and refund policies. Familiarity with OTA platform integration models is preferred.

Personal Attributes: Detail-oriented and meticulous, with strong sensitivity to system statuses and operational exceptions. Highly self-disciplined and reliable for work-from-home duty arrangements. Clear in communication, able to follow established procedures, maintain accurate records, and coordinate effectively with multiple parties.