The Business Operations and Customer Service Specialist is responsible for overseeing daily business operations while ensuring top-tier customer service. This role requires exceptional verbal and written communication skills, as well as the ability to understand complex technical concepts to effectively manage customer inquiries and internal processes. The ideal candidate thrives in a fast-paced environment, can communicate clearly across all levels of the organization, and delivers professional and excellent service to both internal teams and external customers.

Key Responsibilities

Operations Management

• Lead and optimize daily office operations, including managing office supplies, equipment maintenance, and facilities.
• Coordinate with vendors, service providers, and building management to maintain a productive work environment.
• Develop and streamline office procedures to enhance operational efficiency.
• Oversee scheduling, meeting coordination, and travel arrangements for the team.
• Ensure compliance with office health, safety, and security regulations.
• Effectively communicate with team members and external stakeholders to ensure smooth operational processes.

Customer Service and Experience

• Serve as the primary point of contact for customer inquiries, ensuring prompt and professional responses and resolution.
• Understand and communicate complex technical concepts to customers in a clear and concise manner.
• Handle customer concerns, issues, or feedback, and resolve them in a timely manner, escalating to leadership as necessary.
• Leverage strong written communication to craft clear, concise responses to customers and ensure smooth documentation of interactions.
• Develop and maintain customer service documentation, including FAQs, guides, and best practices, to improve the customer experience.
• Analyze customer interactions to identify trends and opportunities for improving processes and service delivery.

Documentation and Process Improvement

• Serve as the primary point of contact for customer inquiries, ensuring prompt and professional responses and resolution.
• Write, edit, and maintain internal and external documentation, including office procedures, customer support guidelines, and operational workflows.
• Collaborate with technical teams to document processes and procedures that may involve complex technical jargon or concepts.
• Ensure all documentation is up-to-date, well-organized, and easily accessible for staff and customers.

Administrative and Executive Support

• Assist senior leadership with administrative tasks, including report generation, presentations, and correspondence.
• Maintain and organize important office records and documents.
• Support the planning and execution of company events, meetings, and employee engagement initiatives.
• Craft professional communications such as memos, emails, and presentations to ensure clear and effective messaging across teams.

Financial and Resource Management

• Assist in the development and management of office-related budgets.
• Process office-related invoices and maintain accurate records of expenses.
• Work closely with the accounting department to manage payments, billing, and petty cash.

HR and Employee Support

• Assist with employee onboarding, including office orientation and maintaining employee records.
• Collaborate with HR on recruitment activities and office policy implementation.
• Help coordinate employee engagement activities, such as team-building events and workshops.
• Leverage strong communication skills to assist in interviews, onboarding, and internal announcements.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field.
• 3+ years of experience in operations, office management, or customer service roles.
• Exceptional verbal and written communication skills are a must.
• Ability to understand complex technical jargon and explain them clearly to non-technical customers and stakeholders.
• Strong organizational and multitasking skills with excellent attention to detail.
• Proficiency in office productivity software (e.g., Microsoft Office, Google Workspace) and customer service platforms.
• Ability to work independently and collaboratively within a team.
• Strong problem-solving skills and the ability to manage challenging situations professionally.