Customer Advocacy Operations Specialist

Join Razer's Customer Advocacy team to drive operational excellence and transformation. You will work closely with cross-functional teams to optimise workflows, drive project implementations, and explore opportunities to leverage AI, automation, and technology integration to improve operational efficiency and service delivery.

Job Responsibilities:

• Collaborate with the contact centre management team to drive achievement of key customer experience metrics, including Net Promoter Score (NPS), Service Level Agreements (SLAs), and other performance KPIs.
• Lead and coordinate projects, including planning, implementation, UAT, deployment, and user training.
• Work with IT, product, and technology teams to assess business requirements, coordinate implementation, and support testing and deployment of AI-driven solutions.
• Review and optimise operational workflows, processes, and SLAs to improve efficiency and service quality.
• Analyse operational data and customer feedback to identify trends, gaps, and improvement opportunities.
• Identify and drive AI, automation, and technology integration initiatives to enhance customer support capabilities and productivity.
• Collaborate with cross-functional teams and stakeholders to resolve operational challenges and deliver business improvements.
• Be available to respond to operational escalations during and, when required, outside office hours.
• Provide administrative and logistical support as required.
• Perform other duties and responsibilities as assigned.

Pre-Requisites:

• Diploma or Degree in Operations, IT, or a related discipline.
• Minimum 5 years of experience in operations, project management, or contact centre environments. FinTech or digital industry experience is an advantage.
• Strong understanding of contact centre operations and process improvement.
• Experience in project management, workflow optimisation, and stakeholder coordination.
• Good knowledge of AI, Generative AI, automation, and practical business applications. Experience in AI implementation or system integration is an advantage.
• Strong analytical, critical-thinking, and problem-solving skills.
• Proficient in Microsoft Office, particularly Excel and PowerPoint. Power BI and Oracle experience is preferred.
• Excellent communication skills with fluency in English and Mandarin. Additional local languages are a plus.
• Self-driven, resourceful, adaptable, and able to manage multiple priorities in a fast-paced environment.
• Familiarity with Razer Gold & Silver or other digital wallet ecosystems is a plus. Previous involvement in collaborating with and managing relationships with third-party outsourced vendors is advantageous for this role