Specialist - Operation

Job Description:
The role serves as a key operational support function within the business, ensuring customer inquiries, escalations, and operational tasks are handled efficiently while maintaining high service standards and customer satisfaction.

The Specialist – Operations will support:
1) Voice support operations
2) Email and live chat support
3) Customer escalations handling
4) Front-office and back-office operational tasks
5) Service recovery and issue resolution
6) Customer account and transaction support
7) Cross-functional operational assistance
8) Operational reporting and coordination support

Responsibilities:
Customer Operations Support
1) Handle inbound and outbound customer interactions across voice, email, chat, and digital channels.
2) Respond to customer inquiries in a professional, timely, and customer-focused manner.
3) Support front-office and back-office operational activities.
4) Handle escalated customer cases and assist in issue resolution.
5) Ensure customer concerns are addressed within agreed service standards.
6) Deliver high-quality customer experience aligned with company and client expectations.

Escalation & Service Recovery Management
1) Investigate and manage customer escalation cases.
2) Coordinate with relevant stakeholders to resolve customer issues efficiently.
3) Support service recovery initiatives to improve customer satisfaction.
4) Escalate critical operational or customer-related issues to management where necessary.

Operational Support & Coordination
1) Support operations management teams with operational activities and ad hoc assignments.
2) Assist in disseminating operational updates and important information to team members.
3) Participate in operational meetings, briefings, and team engagement sessions
4) Act as a point of reference for operational support and customer-related inquiries.
5) Collaborate with internal support teams to ensure smooth operational execution.

Customer Experience & Quality
1) Maintain positive and professional interactions with customers and internal stakeholders.
2) Ensure adherence to operational procedures, service standards, and quality guidelines.
3) Contribute to continuous improvement initiatives and customer experience enhancement.
4) Identify operational gaps and recommend improvement opportunities.
5) Support the achievement of operational KPIs and service delivery targets.

Team Collaboration & Communication
1) Foster positive teamwork and collaboration within the operations environment.
2) Respond professionally to team members, customers, and stakeholders.
3) Support a customer-centric and performance-driven operational culture.
4) Assist management teams during operational peak periods or high-demand situations.

Key Performance Areas

The role will contribute toward:
1) Customer satisfaction performance
2) Service level achievement
3) Response and resolution turnaround time
4) Operational productivity
5)Quality and compliance performance
6) Escalation handling efficiency
7) Customer experience improvement
8) Team collaboration and support

Qualifications/Worl Experience/Skills:
Communication & Customer Service
1) Excellent verbal and written communication skills
2) Strong customer service orientation and interpersonal skills
3)Ability to communicate professionally with customers and stakeholders
4) Multilingual capability is an added advantage

Operational & Administrative Skills
1)Strong multitasking and organizational skills
2) Ability to work within structured operational processes and timelines
3) Strong attention to detail and operational accuracy
4) Familiarity with customer service systems, CRM tools, and Microsoft Office applications

Problem Solving & Analytical Skills
1) Ability to assess customer situations and provide effective solutions
2) Strong problem-solving and decision-making capability
3) Ability to manage escalations and coordinate resolutions effectively

Teamwork & Personal Attributes
1) Positive attitude and collaborative mindset
2) Self-motivated and proactive
3) Strong sense of accountability and ownership
4) Adaptable and resilient in fast-changing operational environments
5) Willingness to learn and support diverse operational functions
6) Ability to perform effectively under pressure and meet service expectations environments.
7) Reliable, disciplined, and performance - driven

Preferred Qualifications & Experience
1) Diploma or Bachelor’s Degree in Business, Communications, Customer Service, or related field preferred
2) Experience in contact center, BPO, customer support, or shared services environment is advantageous
3) Familiarity with mobility, transportation, digital services, or customer experience operations is an added advantage
4) Experience handling customer escalations or back-office support tasks preferred

Benefits:
EPF, Socso, Medical Benefit is provided, Annual Leave - 15 days