Senior Customer Operations Executive

Fathopes Energy; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A sustainable energy company located in Malaysia is seeking a proactive Senior Customer Operations Executive. This mid-senior role is essential for managing the service lifecycle for recycling customers and external agents. Candidates should have 3-5 years of experience in customer service, preferably within e-commerce or logistics. The role involves onboarding new customers and agents, performance analysis, and resolving inquiries through various channels. Proficiency in both Bahasa Malaysia and English is mandatory.

Qualifications

• 3-5 years of experience in Customer Service or Customer Success roles.
• Experience in e-commerce or logistics environments.
• Ability to create and document service scripts and workflows.

Responsibilities

• Manage new customer and agent onboarding processes.
• Monitor and analyze key customer service metrics.
• Handle inquiries from recycling customers and agents.

Skills

Customer Service Experience

E-commerce Operations

Logistics Experience

Process Development

CRM Proficiency

Problem-Solving

Stakeholder Management

Proactive Attitude

Education

Diploma or Bachelor's Degree in Business Administration or related field

Tools

Zendesk

HubSpot

Job description

We are seeking a proactive and experienced Senior Customer Operations Executive to join our team. This mid-senior role is critical in managing the service lifecycle for our recycling customers and our vital network of external collection agents and drivers. The ideal candidate will have hands-on experience in e-commerce or logistics operations, thrive in a fast-paced digital environment, and be instrumental in designing and optimizing our customer service workflows.

Customer & Agent Workflow Development

• New Customer Onboarding: Collaborate with the relevant Line of Business (LOB) Owner to manage new customer inquiries. Develop new workflows, Standard Operating Procedures (SOPs), and scripts to ensure a fully converted and seamless new customer journey.
• New Agent Onboarding: Work with the LOB Owner for collection agents to manage inquiries. Develop service workflows including the onboarding process, and manage RSVP and scheduling for training sessions.
• Performance Analysis: Monitor and analyze key customer service metrics (e.g., First Response Time, Resolution Time, CSAT) and provide periodic reports to management for continuous improvement.

Multichannel Inquiry Management

• Recycling Customer Support: Manage inquiries from existing recycling customers, understand their problems, and efficiently channel them to the correct operation manager for resolution.
• Agent/Driver Support: Manage inquiries from existing collection agents and drivers, identify operational issues, and channel them to the correct operation manager.
• Corporate Website: Manage all inquiries received via the FatHopes Energy corporate website, accurately identifying the inquiry type and channeling it to the appropriate business division.
• Digital Channels: Manage support inquiries received through the dedicated WhatsApp support number and various FatHopes Energy social media channels.

Qualifications & Skills (Suggested)

• Minimum 3-5 years of experience in a fast-paced Customer Service or Customer Success role, preferably in a digitally-focused environment.
• Demonstrable experience in e-commerce business operations, logistics, or ride-sharing/delivery platforms (e.g., Grab, Uber, Logistic companies), particularly in supporting both B2C/B2B customers and external agents/drivers.
• Strong process development skills: Proven ability to create, document, and implement SOPs, service scripts, and effective customer/agent workflows.
• Proficiency in using a Customer Relationship Management (CRM) system for documentation, ticket routing, and reporting (e.g., Zendesk, HubSpot).
• Bahasa Malaysia (Mandatory): Written and Spoken
• English (Mandatory): Written and Spoken
• Essential: A Diploma or Bachelor's Degree in Business Administration, Marketing, Communications, Logistics, or a related field.
• Advantageous: Professional certifications in Customer Relationship Management (CRM) or Quality Service Management.

Additional Skills

• Technical Aptitude: Comfort and experience in troubleshooting issues related to mobile applications and automated systems.
• Problem-Solving & De-escalation: Exceptional ability to quickly identify the root cause of issues, manage conflict, and de-escalate challenging customer or agent interactions.
• Stakeholder Management: Experience working cross-functionally and channeling issues effectively to different internal teams (Operations, IT, LOB Owners).
• Proactive & Self-Driven: Ability to work independently, manage multiple queues simultaneously, and take initiative in improving service quality and efficiency.