Customer Care Executive

Ocean Network Express; Shah Alam; On-site; MYR 24,000 - 30,000; Full time

Job summary

Ocean Network Express Malaysia is seeking a customer service professional to take ownership of customers' issues and drive them to resolution, ensuring timely responses and professional handling.

You will promote ONE's digital tools and e-commerce platforms, uphold the company’s values, and support the reporting lead to improve efficiency while contributing to KPI targets such as Forwarder's Cargo Receipt, Anchor Handling Tug, Freight and call metrics.

Qualifications

• Familiar with the shipping industry
• People-oriented; able to build strong relationships
• Good verbal and written communication skills
• Strong problem-solving skills and has a solution mindset
• Updated on modern technology
• Analytical and critical thinking skills

Responsibilities

• Ensure that customers request, inquiries are handled professionally and in a timely manner
• Ensure documents meet internal and external regulations and compliance
• Escalation to internal and external stakeholders for assistance on the unresolved or out-of-scope Service Request
• Digital platform promotion
• Country KPIs achievement on Forwarder's Cargo Receipt (FCR), Anchor Handling Tug (AHT), Freights (FRT) & Calls
• Knowledge ONE's product - Digital tools, E-commerce platform
• Support the reporting Lead & Manager on improving efficiency

Skills

Shipping industry knowledge

People-oriented

Verbal and written communication

Problem solving

Tech awareness

Analytical thinking

Education

Diploma in Marketing or Customer Service Management

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The primary purpose of this position is to take ownership of customers' issues and following-up problems through to resolution. Build customer rapport, reinforce online presence, and echo the company's values plus other tasks that the Management believes are within the abilities of the Job holder that fit with the Company’s strategies as circumstances dictate.

Job Description

• Ensure that customers request, inquiries are handled professionally and in a timely manner
• Ensure documents meet internal and external regulations and compliance
• Escalation to internal and external stakeholders for assistance on the unresolved or out-of-scope Service Request
• Digital platform promotion
• Country KPIs achievement on Forwarder's Cargo Receipt (FCR), Anchor Handling Tug (AHT), Freights (FRT) & Calls
• Knowledge ONE's product - Digital tools, E-commerce platform
• Support the reporting Lead & Manager on improving efficiency

Others

Uphold ONE value, ONEMY mission statement, principals and ethics

Support company’s direction in engagements, learning and digitalization

Skills / Requirements

• Familiar with the shipping industry
• People-oriented; able to build strong relationships
• Good verbal and written communication skills
• Strong problem-solving skills and has a solution mindset
• Updated on modern technology
• Analytical and critical thinking skills

Qualification & Experience

• Diploma in Marketing or Customer Service Management or a combination of academic and experience
• 1-2 years of experience in shipping and logistics related industry.
• Familiar with the fundamentals of shipping rules and regulations
• Able to accomplish all jobs effectively, efficiently, and within the deadline.
• A quick learner & able to work under pressure