About the Company
The company is an established international freight forwarder in Malaysia, connecting businesses to the world since 2003. Backed by a strong global agent network, it provides sea freight (FCL, LCL and consolidation), air freight, domestic road transport, CFS warehousing and transloading services.
Responsibilities
- Handle customer inquiries via phone, email, chat, or other communication channels.
- Resolve escalated customer complaints in a professional and timely manner.
- Provide guidance and coaching to junior customer service representatives.
- Monitor service quality and ensure compliance with company policies and SLAs.
- Maintain accurate customer records and documentation.
- Collaborate with internal departments to resolve customer issues efficiently.
- Identify process improvement opportunities to enhance customer experience.
- Prepare reports on customer feedback, service performance, and recurring issues.
- Support onboarding and training of new customer service staff.
Requirements
- Minimum SPM & Above.
- Minimum 2 years of experience in the Freight Forwarding.
- Excellent communication and interpersonal skills.
- Strong customer-focused mindset with keen attention to detail.
- Ability to work independently with minimal supervision.
- Proficient in English, Malay, and Mandarin.
- Working Hours: Monday to Friday, 9.00am to 6.00pm.
- Willing to work in Puchong, Selangor.