System Operation Agent

Provide Customer Assistance and Technical Support

• Assist in managing and maintaining various backend systems (e.g., administer manual product openings and closings, pricing settings, monitoring financial activities, etc.), and ensuring that all processes comply with standard operating procedures (SOPs).
• Process incoming tickets, confirm details with customers, and ensure timely resolution.
• Provide frequent inbound requests, in-depth low-level technical support service desk, and facilitate root cause analysis discussion with the customer care or commercial team to propose an improvement to the respective function.
• Review the ask or support ticket that has already been accomplished by the Customer care  team to confirm the validity of the problem and seek known solutions.
• Inbound and outbound product management (from receiving stock to fulfilling customer orders).
• Reporting stock opname.
• Coordinating with the Cross function Department (Tech, Commercial) to ensure that customer issues are resolved quickly and efficiently.
• Review reports on customer feedback or satisfaction to help improve the customer experience over time.
• Contribute to the development of knowledge resources and FAQs of technical solutions.