CS / Operations Associate

Role Summary:
We are looking for a proactive and analytical individual to join our team as a Customer Service & Operations Associate. This is a hybrid role that begins with handling customer support via email and evolves into a key contributor for operational excellence, process improvement, and workflow optimization across the organization.

The ideal candidate brings experience in international e-commerce, preferably coupled with a leadership background in a BPO setting, where they've managed or supported customer service operations at scale. This role is designed for someone eager to start hands-on but grow into a strategic operations function.

Key Responsibilities:

Phase 1 – Customer Email Support:
-Respond professionally and efficiently to customer inquiries via email.
-Resolve order, shipping, or product-related issues in a timely manner.
-Log recurring issues and suggest improvements to reduce future support volume.

Phase 2 – Operations & Process Improvement:
-Analyze trends in support tickets and customer feedback to identify process gaps.
-Recommend improvements to internal workflows, SOPs, or tools to increase efficiency.
-Collaborate with internal teams (logistics, product, customer experience) to implement improvements.
-Build and maintain reports using spreadsheets or basic data platforms to track performance and outcomes.
-Support or lead small initiatives aimed at optimizing team productivity and customer satisfaction.

Requirements:
--Experience in international e-commerce (required).
--Leadership experience in a BPO environment (preferred; e.g., team lead, supervisor, or QA roles).
--Excellent written communication skills.
--Strong analytical and problem-solving mindset.
--Comfortable using spreadsheets, tracking metrics, and working with operational data.
--Organized, self-directed, and comfortable working in a fast-moving environment.


Growth Opportunity:
This role is designed with long-term development in mind. While starting in customer service, the successful candidate will transition into operations-focused responsibilities, helping improve how the business functions through insights, process optimization, and cross-functional collaboration.

If you read the job description and requirements and think you are qualified, send us an email for your application.
Use ‘CS/OPS Associate - Your full name' as the subject line and send to ---------- with your updated CV and relevant portfolio. Application through the OLJ platfor ---------- ssaging will not be considered.