Overview
Customer Service Operation Specialist (服务部） Jobs in WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia at Huawei Consumer Business Group
Title: Customer Service Operation Specialist (服务部）
Company: Huawei Consumer Business Group
Location: WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Key Responsibilities
- Regional Service Support: Serve as the primary contact for country-level supervisors, ensuring global service standards are effectively executed locally.
- Data-Driven Insights: Analyze daily and weekly store data to pinpoint performance gaps, declining service trends, and operational bottlenecks.
- Service Performance Auditing: Monitor service metrics (e.g., customer satisfaction, service turnaround time, complaint rates) to ensure KPIs are consistently met across the region.
- Root Cause Analysis: Conduct gap analyses when data indicates performance dips, identify risks, and propose actionable solutions.
- SOP Optimization: Recommend data-driven process improvements to enhance efficiency, customer experience, and service quality.
Key Requirements
- Bachelor’s degree or above; exceptional ability to interpret complex data and extract actionable insights. Advanced proficiency in Microsoft Excel and PowerPoint is essential.
- 5+ years of experience in Operations Management, Business Analysis, or Service Management preferred.
- Structured thinker with strong problem-solving skills, capable of troubleshooting complex issues objectively and prioritizing initiatives based on business impact.
- Demonstrated expertise in applying first-principles thinking to identify and resolve operational challenges.
- Excellent command of Chinese and English (written and verbal); able to clearly communicate insights and provide constructive feedback.
- Proven experience managing multiple stakeholders; a collaborative “bridge-builder” able to align diverse regional teams toward common objectives.
