Senior Operations Coordinator

Summary

Join ShopBack, a leading shopping rewards platform in Asia-Pacific, and become part of a dynamic team revolutionizing the online shopping experience. Execute operational tasks based on standard operating procedures (SOPs), monitor issues, and provide tier-2 support to various markets. Maintain a thorough understanding of SOPs and updates, demonstrate strong attention to detail, and possess excellent communication and analytical skills. Enable 24/7 support with a minimum 30% availability on shift schedules during out-of-office hours. Enjoy career progression opportunities, competitive compensation, a collaborative culture, and a work-from-anywhere benefit.

Requirements

• Maintain a thorough understanding of the latest SOPs and any updates or revisions
• Strong attention to detail and Initiatives to clarify and understand changes and deviations of processes
• Good communication skills with a strong customer focus
• Basic analytical and troubleshooting skills. Able to use dashboards/ MS Excel/ Gsheets functions for basic data processing and analysis
• Enable 24/7 support with a minimum 30% availability on shift schedules at Out-of-Office Hours

Responsibilities

• Execute operational tasks based on a set of SOPs reliably and accurately within SLAs
• Monitor issues and conduct daily quality control tasks
• Provide tier-2 support for markets with accuracy and promptness to meet SLAs
• Properly escalate unresolved issues to the appropriate internal teams after due diligence checks and follow through with resolution
• Support testing and QAs for new operations processes

Benefits

• Career progression paths and opportunities to take on greater challenges that help you realise your ambitions
• Competitive compensation based on your performance
• Candid, open, and collaborative culture where feedback is valued, for everyone to grow and improve every day
• Work-From-Anywhere benefit to enable you to thrive personally and professionally