Customer Service Executive

J&T EXPRESS (MALAYSIA) SDN. BHD.; Selangor; On-site; MYR 33,000 - 56,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Sports (e.g. Gym)

Birthday event

Teambuilding

Paternity leave

Job summary

J&T Express (Malaysia) Sdn. Bhd. is seeking a Customer Service Officer to handle inquiries and complaints related to parcel deliveries. You will investigate delays, misrouted, damaged, or lost shipments and coordinate with Operations, Branches, and Sorting teams to resolve issues promptly.

You will also update cases, prepare reports, and maintain records using JMS System and Excel, ensuring timely follow-up and high-quality service in accordance with SOPs.

Qualifications

• Minimum Diploma or equivalent qualification, preferably in logistics or related field.
• Proficient in Microsoft Office, especially Excel and Word.
• Detail-oriented, responsible, and able to work independently.
• Good communication, interpersonal skills and problem-solving abilities.
• Willing to work shifts, weekends and public holidays when required.
• Experience in logistics, warehouse operations, or quality control is an advantage.

Responsibilities

• Handle customer inquiries and complaints related to parcel delivery.
• Investigate abnormal parcels, including delays, misrouted, damaged, or lost shipments.
• Coordinate with Operations, Branches, and Sorting teams to resolve issues promptly.
• Update customer cases, prepare reports, and maintain records using JMS System and Excel.
• Ensure timely follow-up while delivering excellent customer service in line with SOPs.

Skills

Microsoft Excel

Microsoft Word

Communication

Problem solving

Education

Diploma or equivalent

Tools

JMS System

Job description

We are looking for a Customer Service Officer to handle customer inquiries and complaints related to parcel delivery, investigate and follow up on delayed, misrouted, damaged, or lost shipments, and coordinate with Operations, Branches, and Sorting teams to resolve issues promptly. The role also involves updating customer cases, preparing reports, maintaining accurate records using the JMS System and Microsoft Excel, and ensuring timely follow-up while delivering excellent customer service in compliance with company SOPs.

Key responsibilities

• Handle customer inquiries and complaints related to parcel delivery
• Investigate and follow up on abnormal parcels, including delayed, misrouted, damaged, or lost shipments
• Coordinate with Operations, Branches, and Sorting teams to resolve delivery issues promptly
• Update customer cases, prepare reports, and maintain accurate records using the JMS System and Microsoft Excel
• Ensure timely follow-up and provide excellent customer service while complying with company SOPs

About you

• Minimum Diploma or equivalent qualification, preferably in Logistics, Supply Chain Management, Business Administration, Operations Management, or a related field
• Proficient in Microsoft Office, particularly Microsoft Excel and Microsoft Word
• Detail-oriented, responsible, and able to work independently
• Good communication, interpersonal skills and problem-solving skills
• Willing to work shifts, weekends, and public holidays when required
• Experience in logistics, warehouse operations, or quality control is an advantage

J&T Express is a global logistics provider with strong presence in Southeast Asia and China, the world’s fastest-growing market. Founded in 2015, J&T Express' network spans thirteen countries, including Indonesia, Vietnam, Malaysia, the Philippines, Thailand, Cambodia, Singapore, China, Saudi Arabia, the UAE, Mexico, Brazil and Egypt.

Adhering to its "customer-oriented and efficiency-based" mission, J&T Express is committed to providing customers with integrated logistics solutions through intelligent infrastructure and digital logistics network, as part of its global strategy to connect the world with greater efficiency and bring logistical benefits to all.

• Medical
• Miscellaneous allowance
• Sports (e.g. Gym)
• Birthday event
• Teambuilding
• Paternity leave

What can I earn as a Customer Service Executive