Call Centre Officer

GD Express; Petaling Jaya; On-site; MYR 28,000 - 39,000; Full time

Job summary

GD Express is seeking a customer-focused Call Centre Officer to handle inbound and outbound calls, respond to enquiries, and support delivery and tracing activities while meeting service performance standards. With robust processes, you will log tracing requests and provide accurate information to customers.

You will escalate complex issues, arrange pickups, and follow up to ensure KPIs are met. Fluency in English and Bahasa Malaysia is essential; Mandarin is a plus, and teamwork is emphasized.

Qualifications

• Excellent communication in English and Bahasa Malaysia
• Mandarin is an added advantage
• Strong interpersonal skills and ability to work under pressure

Responsibilities

• Handle inbound calls from customers and respond to enquiries professionally
• Provide accurate information on products and services
• Key in tracing requests into the CS platform and follow up with relevant units
• Escalate complex issues to the appropriate department or supervisor
• Arrange pick-up orders and provide CSTC reference numbers to customers
• Make outbound calls to follow up on customer enquiries or resolve issues
• Ensure individual and team KPIs are consistently met
• Participate in training and coaching sessions to enhance performance
• Achieve personal and team qualitative and quantitative targets

Skills

Communication skills

English language

Bahasa Malaysia

Mandarin

Interpersonal skills

Work under pressure

Call centre experience

Job description

We are looking for a customer-focused Call Centre Officer to handle inbound and outbound calls, manage customer enquiries, and support delivery and tracing activities while meeting service performance standards.

Key Responsibilities

Handle inbound calls from customers and respond to enquiries professionally

Provide accurate information on products and services

Key in tracing requests into the Customer Service (CS) platform and follow up with relevant units or branches

Escalate complex issues to the appropriate department or supervisor when required

Arrange pick-up orders and provide CSTC reference numbers to customers

Make outbound calls to follow up on customer enquiries or resolve issues

Ensure individual and team KPIs are consistently met

Participate in training and coaching sessions to enhance performance

Achieve personal and team qualitative and quantitative targets

Requirements

Excellent communication skills in English and Bahasa Malaysia

Ability to communicate in Mandarin will be an added advantage

Good common sense with strong interpersonal skills

Able to work under pressure with minimal supervision

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Service Call Centre Representative?
• Have you worked in a call centre before?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?
• Do you possess or have access to your own transportation?

Supported by robust technology infrastructure and digital platforms, GDEX offers express courier service, international shipping, and warehouse fulfilment. GDEX has recently diversified into IT services and solutions.

Established in 1997, GDEX is a homegrown company that has expanded regionally to Singapore, Indonesia, and Vietnam. Today, GDEX includes smart retail solutions (Xilnex), ecommerce & app development (Sweetmag), and cybersecurity solutions (Anon Security).

With this ecosystem, GDEX provides digital business solutions, leveraging our comprehensive logistics network to serve businesses and communities. We do not just deliver shipments, but also mobilise businesses across the region

Supported by robust technology infrastructure and digital platforms, GDEX offers express courier service, international shipping, and warehouse fulfilment. GDEX has recently diversified into IT services and solutions.

Established in 1997, GDEX is a homegrown company that has expanded regionally to Singapore, Indonesia, and Vietnam. Today, GDEX includes smart retail solutions (Xilnex), ecommerce & app development (Sweetmag), and cybersecurity solutions (Anon Security).

With this ecosystem, GDEX provides digital business solutions, leveraging our comprehensive logistics network to serve businesses and communities. We do not just deliver shipments, but also mobilise businesses across the region

What can I earn as a Call Centre Operator