Customer Service Executive

Iss Globalforwarding; Malaysia; On-site; MYR 40,000 - 60,000; Full time

Job summary

ISS Global Forwarding is hiring a Customer Service Executive in Malaysia to provide top-notch support and maintain strong client relationships. Responsibilities include handling customer inquiries, processing orders, and resolving issues efficiently. Candidates should possess a Bachelor's degree and 2-3 years of experience in customer service, preferably in logistics or freight forwarding, along with excellent communication and MS Office skills. Join a trusted logistics provider known for exceptional service.

Qualifications

• 2-3 years of experience in a customer service role within the freight forwarding or logistics industry.
• Fluency in English and excellent verbal/written communication skills.
• Proficiency in MS Office and internet navigation skills.

Responsibilities

• Respond to customer inquiries promptly.
• Process customer orders accurately and efficiently.
• Maintain accurate customer records and documentation.
• Investigate and address customer complaints effectively.

Skills

Excellent communication skills

Customer service experience

Proficiency in MS Office

Problem-solving skills

Education

Bachelor’s degree in Business Administration or related field

Job description

Department: Operations

Experience: 2-3 years

Company Name: ISS GF MALAYSIA SDN.BHD.

Company Introduction: ISS Global Forwarding is a leading provider of logistics services, trusted by international organizations across industries for its expertise and sharp focus on customer service. ISS-GF’s presence in over 60 countries means an unmatched mix of global perspective and regional know-how that adds a decisive logistical edge to your business. For more information, please click here.

Role Overview

The Customer Service Executive is responsible for providing exceptional customer service and support to clients. This role involves handling customer inquiries, resolving issues, processing orders, and maintaining strong relationships with customers.

Key Responsibilities

• Respond to customer inquiries promptly via various channels such as phone, email, or live chat.


• Provide accurate and relevant information about products, services, pricing, and shipment tracking.


• Assist customers in resolving issues or concerns in a timely and satisfactory manner.


• Process customer orders accurately and efficiently, ensuring compliance with established procedures.


• Coordinate with relevant departments, such as operations and logistics, to ensure timely order fulfillment.


• Track and monitor the progress of orders, providing updates to customers as required.


• Maintain accurate and up-to-date customer records, including contact details, communication history, and order information.


• Prepare and process necessary documentation, such as invoices, purchase orders, and shipping documents.


• Ensure compliance with regulatory requirements and company policies.


• Investigate and address customer complaints, concerns, or service-related issues.


• Collaborate with internal teams to resolve complex or escalated customer problems effectively.


• Follow up with customers to ensure satisfactory resolution and customer satisfaction.


• Identify opportunities to upsell or cross-sell products and services to existing customers.


• Monitor customer satisfaction levels and proactively take actions to improve service quality.


• Collect and analyze customer feedback, identifying trends and areas for improvement.


• Provide recommendations to management for enhancing the customer experience.


• Identify opportunities for process improvement and efficiency enhancements in customer service operations.

The roles and responsibilities are not exhaustive and you will be required to act wholeheartedly in the interests of the company, performing any reasonable duties or tasks requested by Management.

Requirements

• Bachelor’s degree in Business Administration, Supply Chain Management, or a related field.


• 2-3 years of experience in customer service role, preferably within the freight forwarding or logistics industry.


• Excellent verbal and written communication skills, with the ability to articulate information clearly and professionally.


• Proficiency in English (written and verbal). Additional languages may be advantageous.


• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.