Job Responsibilities:
To articulate and execute customer support and operations strategy for ensuring the Company can deliver first-class customer support; prevent operational systems issues from happening
To promote and encourage the customer-centricity mindset amongst the team members; motivate the team members to take the self initiatives to improve the systems continuously. Establish/maintain procedures for working with business partners and amongst different teams
To proactively initiate, review and maintain daily operation BOP to ensure our operation process and relay the customer’s feedback to various team for continue improvement
To automate and streamline the quality assurance policy and testing process
To motivate and support the team to handle production issues and communicate the issues/resolutions to our customers timely
To develop, measure and report the KPIs for the operational process, continuous follow through with all the reported production problem till it is resolved
Job Requirements:
University Graduate in IT or related disciplines
Minimum 6 years’ relevant experience of which 3 years at supervisory level
A sound large scale integrated platform support experience in Networking, Security and Internet Technology
Experience in customer service, applications support and/or Hardware / Software development
Knowledge in the Cargo industry and the company products
ITIL experience to monitor and govern SLA is preferred
Strong problem-solving, project management, communication and interpersonal skills
Team player with can-do attitude
Fluent in English and Mandarin will be an advantage
All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.
Full-time