Senior Customer Operations Executive

FatHopes Energy Sdn Bhd; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A recycling operations company based in Malaysia is seeking a Senior Customer Operations Executive to optimize customer service workflows and manage the service lifecycle for recycling customers. The ideal candidate will have proven experience in e-commerce or logistics operations, be bilingual in Bahasa Malaysia and English, and possess strong process development skills. This mid-senior role involves customer onboarding and performance analysis in a dynamic environment.

Qualifications

• 3-5 years of experience in Customer Service or Customer Success in a digital environment.
• Hands-on experience in e-commerce business operations or logistics.
• Strong skills in developing SOPs, service scripts, and workflows.

Responsibilities

• Manage new customer onboarding and develop workflows for seamless processes.
• Develop service workflows for onboarding collection agents and manage scheduling.
• Monitor and analyze customer service metrics for continuous improvement.
• Manage inquiries from multiple channels including WhatsApp and social media.

Skills

Customer Service Experience

E-commerce Operations

Logistics Management

Process Development

Bahasa Malaysia

English

Education

Diploma or Bachelor’s Degree in Business Administration, Marketing, Communications, Logistics

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.

Responsibilities

• Customer & Agent Workflow Development: New Customer Onboarding – collaborate with the relevant Line of Business (LOB) Owner to manage new customer inquiries, developing workflows, SOPs, and scripts to ensure a fully converted and seamless new customer journey.
• New Agent Onboarding – work with the LOB Owner for collection agents, developing service workflows including onboarding, managing 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 – manage inquiries from existing recycling customers, agents, drivers, corporate website, WhatsApp support number, and FatHopes Energy social media channels, accurately routing issues to the appropriate business division.

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), 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 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.

Application Questions

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years’ experience do you have as an Operations Executive?
• Do you have customer service experience?
• How many years’ experience do you have as an events coordinator?