Customer Service Executive

J&T EXPRESS (MALAYSIA) SDN. BHD.; Shah Alam; In loco; MYR 37.000 - 58.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical

Miscellaneous allowance

Sports (e.g. Gym)

Birthday event

Teambuilding

Paternity leave

Descrizione del lavoro

J&T Express (Malaysia) Sdn. Bhd. is seeking a Customer Service Officer to handle customer inquiries and complaints related to parcel delivery.

You will investigate delays or damaged shipments, coordinate with Operations, Branches and Sorting teams, and maintain accurate records using JMS and Excel while delivering excellent service in line with SOPs. The role requires attention to detail, strong communication and problem-solving skills, and willingness to work shifts, including weekends and

Competenze

• 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

Mansioni

• 1. Handle Customer Inquiries & Complaints: Resolve customer issues on Normal CRM and Ecom CRM platforms following company SOPs.
• 2. Follow Up on Gateway Parcels: Contact Non-Ecom customers when their parcels are stuck at the gateway.
• 3. Coordinate Delivery Solutions: Work with Operations, Branches, and Sorting teams to fix delivery problems quickly.
• 4. Investigate Abnormal Parcels: Track and resolve issues with delayed, damaged, AWBless, and prohibited parcels.
• 5. Register ATS Tickets: Log ATS cases (lost, damaged, or rejected) based on parcel status and last scan.
• 6. Manage AWBless Parcels: Match unlabelled parcels and void expired AWBless records.
• 7. Update Systems & Logs: Keep accurate customer and case records in the JMS System and Excel.
• 8. Prepare Daily Reports: Compile daily work statistical reports to track operational progress.
• 9. Support operation (handle abnormal parcel) whenever needed.

Conoscenze

Detail-oriented

Communication skills

Problem solving

Independence

Formazione

Diploma or equivalent

Strumenti

Microsoft Excel

Microsoft Word

Descrizione del lavoro

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

• 1. Handle Customer Inquiries & Complaints: Resolve customer issues on Normal CRM and Ecom CRM platforms following company SOPs.
• 2. Follow Up on Gateway Parcels: Contact Non-Ecom customers when their parcels are stuck at the gateway.
• 3. Coordinate Delivery Solutions: Work with Operations, Branches, and Sorting teams to fix delivery problems quickly.
• 4. Investigate Abnormal Parcels: Track and resolve issues with delayed, damaged, AWBless, and prohibited parcels.
• 5. Register ATS Tickets: Log ATS cases (lost, damaged, or rejected) based on parcel status and last scan.
• 6. Manage AWBless Parcels: Match unlabelled parcels and void expired AWBless records.
• 7. Update Systems & Logs: Keep accurate customer and case records in the JMS System and Excel.
• 8. Prepare Daily Reports: Compile daily work statistical reports to track operational progress.
• 9. Support operation (handle abnormal parcel) whenever needed.

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

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?
• How many years' experience do you have as a Customer Service Executive?
• Which of the following types of qualifications do you have?
• Which of the following Microsoft Office products are you experienced with?

Logistics, Freight & Delivery Services More than 10,000 employees

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.

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.

Perks and benefits Medical Miscellaneous allowance Sports (e.g. Gym) Birthday event, Teambuilding, Paternity leave