Operation Support Executive - Petaling Jaya, Malaysia - JP Caliber

JP Caliber

Verified Company

Petaling Jaya, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

Key Responsibilities:

Oversee and manage daytoday support operations to ensure timely resolution of client inquiries, issues, and requests.
Collaborate with crossfunctional teams to develop and implement support processes, procedures, and best practices.
Monitor support ticket queues, prioritize tasks, and allocate resources effectively to meet service level agreements (SLAs) and client expectations.
Identify opportunities for process improvement and optimization to enhance operational efficiency and customer satisfaction.
Analyse support metrics and performance data to identify trends, patterns, and areas for improvement, and develop actionable insights.
Lead and support initiatives to streamline workflows, automate repetitive tasks, and enhance productivity within the support organization.
Provide guidance, mentorship, and training to support team members to ensure they have the necessary skills and knowledge to deliver exceptional service.
Collaborate with internal stakeholders to address systemic issues, escalate critical issues as needed, and implement sustainable solutions.
Stay abreast of industry trends, emerging technologies, and best practices in support operations, and make recommendations for continuous improvement.
Maintain accurate documentation, reports, and records related to support operations, ensuring data integrity and compliance with internal policies and regulations.
Assist as a customer service representative to answer tickets and resolve customer inquiries when necessary, ensuring timely and satisfactory resolution.

Qualifications:

Bachelor's degree in Business Administration, Management, or a related field preferred.
Proven experience in support operations, customer service, or a related field, with a strong track record of success.
Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fastpaced environment.
Strong analytical and problemsolving skills, with the ability to interpret data, identify trends, and drive actionable insights.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with crossfunctional teams and communicate complex ideas clearly and concisely.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and support management tools/software.
Ability to adapt quickly to changing priorities, work independently with mínimal supervision, and thrive in a collaborative team environment.
Fluent in English and Chinese at a professional level, with the ability to communicate effectively in both languages.
Knowledge and familiarity with Zendesk or similar support management platforms is preferred.
Knowledge or understanding of Web 3.0 concepts, including blockchain, cryptocurrency, and how exchanges work, is highly desirable.