Senior Customer Operations Lead: Onboarding and Workflows

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

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.