Customer Care 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

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.