Support Operations System (eCommerce)

PERSOL; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading services company in Kuala Lumpur is seeking a professional to enhance internal customer experience by implementing and monitoring improvement projects. The role requires strong crisis management and analytical skills, with over 3 years of relevant experience. Candidates should possess a bachelor's degree and demonstrate proven capability in customer success roles and data analysis. Effective communication in English is essential.

Qualifications

• Over 3 years of relevant working experience in crisis management.
• Previous experience in customer success or escalation role preferred.
• Strong understanding of call center operations.

Responsibilities

• Define, build, implement, and monitor projects to enhance internal-customer experience.
• Monitor auto-routing and ensure accurate documentation.
• Conduct root-cause analysis and implement recovery plans.

Skills

Crisis management

Analytical skills

Communication skills

Customer service

Education

Bachelor degree or above

Tools

Data analysis tools

Job description

Responsible for help internal-customers to solve all their queries by providing pre-designed solutions or by ensuring our automation routes internal-customers to the right internal team, to resolve their query. In the event that the tool does not route correctly, or the issue is not resolved, you will analyze both rooting & resolution root-cause problems to define a recovery plan

Job Responsibilities

Define, build, implement and monitor projects that increase internal-customer experience;

Monitor auto-routing to ensure the right point-of-contact is documented in our system;

Identify the most common FAQ's and improve our technology self-help tool so we enable our internal customers to self-serve;

Root-cause analysis for ineffective rooting, define a recovery plan and implement;

Total ownership if issues is not resolved, then working with our process team defines a strategy to resolve the gaps;

Job Requirements

Bachelor degree or above, with over 3 years of relevant working experience in dealing with crisis issues;

Understand the law and understand the mechanism of crisis management. Previous experience in customer success/escalation role, SOP design and PR experience preferred;

Strong understanding of the processes, working knowledge of call center operations;

Experience in business, financial or statistical analysis;

Good written and verbal communication skills in English.

Preferred skills/qualifications

At least 3+ years experience in business analysis and reporting management within Customer Service;

Experience in eCommerce platforms in the relevant region;

Experience in chatbot optimization;

Proven experience in data analysis, particularly in conducting root cause analysis

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