Operations Manager

• Ensure you deliver swift, efficient responses to Zendesk tickets
• Chase carriers to give answers in a timely manner to close cases
• Constantly monitor and fix FTS (Failed transfer to shipping) & Address Validations
• You would be expected to handle one or more of the carrier exceptions reports Ops receives on a daily basis
• Be proactive and escalate when appropriate
• Cover team members holidays/absence
• That team cover will mean you would need to be up to speed with all carriers, their reports, the contacts at each carrier
• Read each Service alert from the carriers as this will impact how you respond/answer queries
• Continual learning is a requirement, and you must keep on top of the new functionalities on the 3 weekly Sprints
• As part of the Operations team, you will be required to attend a regular departmental meeting where you will be asked for inputs
• As the role develops you will also be tasked with the monitoring on a merchant/merchant’s performance report

• Excellent written communication skills in English
• An open mind and ‘can do’ attitude
• Ability to handle large volume workload with speed, accuracy and efficiency
• Additional languages an advantage (Mandarin language capability is a huge plus)
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation to any problem
• Flexibility
• Problem Solving/Analysis
• Teamwork Orientation but at the same time be able to work alone and be able to prioritise
• Proficient in Excel is a must

Additional languages an advantage (Mandarin language capability is a huge plus)