Remote Customer Operations & Success Specialist

SITA Group; Kuala Lumpur; Hybrid; MYR 1,500 - 2,300; Full time

Benefits offered by this job

Work from home

Flexible hours

Global locations

Wellbeing program

Professional development

Job summary

SITA is a global technology provider powering airports and travel networks. We are seeking a Customer Operations Specialist to support contract performance after delivery, help define customer success plans, and provide proactive insights to optimize operations.

In this role you will partner with the customer-facing team to monitor services, conduct reviews, manage change and problem processes, and ensure high customer satisfaction across deployments.

Qualifications

• 2-4 years of experience in customer service.
• Experience troubleshooting technical issues and working with customer-facing teams.
• Hands-on experience with CRM systems and familiarity with ticketing systems.
• Exposure to change management and problem management processes.

Responsibilities

• Working hand in hand with the customer facing account team to oversee the delivery and technical performance of services.
• Perform regular customer service reviews and support the customer account team in the executive reviews and plans.
• Develop customer intimacy build knowledge of the customer and ensure this knowledge is shared and kept updated for all back-office functions.
• Maintain a deep understanding of the company's products and services to provide accurate support.
• Stay updated on product updates features and common issues to assist customers effectively and ensure customer is kept at latest level of release
• Identify and manage customer change request.
• Identify and escalation technical issues requiring higher‑level support or specialized teams
• Follow up with customers to ensure their issues are resolved and satisfaction is achieved
• Collaborate with other departments to resolve customer issues and share feedback with the customer facing team
• Strive to deliver exceptional customer service ensuring a positive experience for every interaction
• Supervise and manage the change management and problem management processes

Skills

Customer service experience

CRM systems

Ticketing systems

Change management

Problem management

Education

Bachelor's degree in IT/Information Technology or related field

ITIL certification

Leadership certifications

Tools

CRM systems

Ticketing systems

Job description

SITA is a global technology provider powering airports and travel networks. We are seeking a Customer Operations Specialist to support contract performance after delivery, help define customer success plans, and provide proactive insights to optimize operations.

In this role you will partner with the customer-facing team to monitor services, conduct reviews, manage change and problem processes, and ensure high customer satisfaction across deployments.