Customer Ops Specialist (Fresh Graduates)

The role is internally known as Aggregator Operations Specialist. The role will play a crucial part in supporting DPE (Malaysia & Singapore market) in ensuring smooth and efficient operations across aggregator platforms including GrabFood, Foodpanda and ShopeeFood.

You will be responsible for managing store routes, recovery of customer order, issuing refunds for cancelled/ unrecoverable orders and responding to ops on urgent queries on customer order status, store status, store ops hours.

Job Responsibilities:

• Monitor the order failure for all the aggregator orders and perform recovery where necessary either by re-sending the order or performing manual fulfillment via the aggregator platform systems.
• In cases of inability to recover customer’s order, perform refunds for customers.
• Contact customers to obtain account numbers if required for refund submission.
• Assist store operation requests to reroute or stop orders on the aggregator platform apps.
• Assist store operations with any inquiries related to customer orders.
• Routine communication of order errors and error mitigation strategies to support and internal teams.
• Set operation hours and timings as per instructions from Head of Aggregator Operations – MSK or correct any incorrect information on the aggregator apps where highlighted.
• Any other operational tasks to support the aggregator operations for MSK.

Requirements:

• Sijil Pelajaran Malaysia & above.
• Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
• Experience in e-commerce/commerce operations and customer experience is a plus.
• Experience in the QSR industry, digital operations, or aggregator platforms is a plus.
• Experience in project management with the ability to prioritize and manage multiple tasks simultaneously.
• Excellent communication skills to effectively interact with internal teams, external partners, and store operations.
• Must possess a smartphone that can be used to manage the aggregator apps. Laptop and software licenses will be provided.
• Must be willing to work on a shift basis (5 working days).