Senior Customer Operations Lead - Onboarding & Support

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

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.