Job Overview
The Operation Specialist oversees the full lifecycle of customer and partner accounts, ensuring seamless operational processes, precise billing, and effective coordination of post-sales activities. This role is instrumental in maintaining operational efficiency, strengthening customer satisfaction, and supporting continuous process improvements.
Key Responsibilities
1. Billing & Account Administration
- Manage the complete customer account lifecycle, including activation, suspension, and termination, with emphasis on billing accuracy and compliance.
- Liaise with internal departments to ensure invoices are issued accurately and on time to customers and partners.
- Address billing-related inquiries, including discrepancies, credit note issuance, payment tracking, and dispute resolution.
2. Customer & Partner Operations Support
- Act as the primary contact for operational and non-technical support matters.
- Coordinate and monitor post-sales service requests such as contract amendments and account modifications to ensure prompt resolution.
- Track customer credit utilization and oversee partner rebate implementation, ensuring correct calculation and timely application of incentives and discount schemes.
3. Operational & Process Execution
- Maintain detailed and accurate records of operational transactions, billing data, and policy applications.
- Collaborate closely with Sales, Finance, and Technical Support teams to enhance and streamline order-to-cash workflows.
- Assist with data compilation and reporting in Excel for billing validation and operational monitoring purposes.
Qualifications & Requirements
- Bachelor's Degree in Information Technology, Business or other relate discipline.
- 13 years of relevant experience in operations or data management; capable fresh graduates are welcome to apply.
- Exposure to cloud platforms such as Alibaba Cloud, Tencent Cloud, Huawei Cloud, or Volcano Engine would be advantageous.
- Strong proficiency in Excel or equivalent data tools, with the ability to prepare clear and structured operational reports.
- Demonstrated analytical thinking, customer service orientation, and eagerness to develop within the cloud operations domain.
- Capable of managing multiple priorities effectively in a dynamic and fast-paced environment.
- Detail-focused, proactive team contributor with strong communication and execution skills.
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