Senior Executive, Operations & Customer SupportWe are looking for a dedicated and results-drivenSenior Executive, Operations & Customer Supportto join our dynamic team.
In this role, you will play a key part in ensuring the smooth execution of daily operations, enhancing customer satisfaction, and driving continuous improvement in service delivery.
Key Responsibilities:
Oversee daily operational tasks, including system monitoring, issue resolution, and ensuring service level targets are met.
Provide high-level customer support by managing complex issues and ensuring customer satisfaction.
Coordinate effectively between operations and customer service teams to address customer concerns efficiently.
Address operational challenges and service interruptions.
Contribute to the preparation of performance reports, identifying trends, and recommending improvements.
Handle escalated customer service inquiries and technical issues, ensuring prompt and effective solutions.
Offer operational support for service provisioning, troubleshooting, and service activation.
Monitor network or system performance, identifying and resolving issues proactively.
Conduct root cause analysis on operational failures or customer complaints and collaborate with relevant teams to implement solutions.
Assist in creating performance reports and tracking progress against SLAs.
Mentor and guide junior staff to enhance team performance and customer satisfaction.
Requirements:
Minimum of a Diploma or bachelor's degree in business administration or a related field.
2-3 years of experience in operations and customer service roles, ideally within the telecommunications industry.
Strong problem-solving and analytical abilities with a detail-oriented approach.
Excellent communication and interpersonal skills to effectively manage customer interactions and collaborate with internal teams.
What We Offer:
Competitive salary and benefits package.
Company Oversea Trip
Medical Claim (Medical Checkup/Dental/Optical)
Group Medical Insurance
Mobile Phone Subsidies
Maternity/Paternity/Compassionate Leave
Bonuses & Personal Performance benefits#J-18808-Ljbffr