Customer Service Executive

JJ Express; Simpang Ampat; On-site; MYR 39,000 - 56,000; Full time

Benefits offered by this job

Competitive compensation

Career progression opportunities

Collaborative work environment

Work-life balance

Job summary

JJ Express Services Sdn Bhd is seeking a dedicated Customer Service Executive to join our Bukit Tambun facility in Penang. This full-time role is pivotal in delivering exceptional service to our freight and cargo forwarding clients, acting as the main liaison for inquiries, bookings, and shipments.

You will coordinate with operations, provide timely updates, handle quotations, and look for opportunities to upsell services while maintaining accurate records and supporting continuous improvement.

Responsibilities

• Respond promptly to customer enquiries via phone, email, and other communication channels regarding shipments, pricing, and services
• Process and manage customer orders, booking requests, and shipment documentation with accuracy and attention to detail
• Track and monitor shipments, providing customers with regular updates on delivery status and addressing any concerns
• Liaise with internal teams including operations, warehouse, and logistics staff to ensure customer requirements are met efficiently
• Resolve customer complaints and issues in a professional and timely manner, escalating complex matters when necessary
• Maintain accurate records of customer interactions, transactions, and service requests in company systems
• Provide quotations and pricing information to prospective and existing customers
• Build and maintain strong customer relationships, identifying opportunities for upselling additional services
• Contribute to continuous improvement of customer service processes and procedures

Job description

JJ Express Services Sdn Bhd is seeking a dedicated Customer Service Executive to join our team at our Bukit Tambun facility in Penang. This is a full-time position that plays a vital role in maintaining our reputation for exceptional service within the freight and cargo forwarding industry. As a Customer Service Executive, you will be the primary point of contact for our clients, ensuring seamless communication and resolution of their logistics and shipping requirements. This role is essential to our operations, directly impacting customer satisfaction and retention whilst supporting the efficiency of our forwarding operations.

Key responsibilities

• Respond promptly to customer enquiries via phone, email, and other communication channels regarding shipments, pricing, and services
• Process and manage customer orders, booking requests, and shipment documentation with accuracy and attention to detail
• Track and monitor shipments, providing customers with regular updates on delivery status and addressing any concerns
• Liaise with internal teams including operations, warehouse, and logistics staff to ensure customer requirements are met efficiently
• Resolve customer complaints and issues in a professional and timely manner, escalating complex matters when necessary
• Maintain accurate records of customer interactions, transactions, and service requests in company systems
• Provide quotations and pricing information to prospective and existing customers
• Build and maintain strong customer relationships, identifying opportunities for upselling additional services
• Contribute to continuous improvement of customer service processes and procedures

What we offer

• JJ Express Services Sdn Bhd is committed to supporting the professional development and wellbeing of our team members.
• We provide competitive compensation packages, opportunities for career progression within our growing organisation, and a collaborative work environment where your contributions are valued.
• Our employees benefit from a supportive workplace culture that encourages learning and skill development.
• We also offer standard employment benefits and recognise the importance of work-life balance for our team.

About us

JJ Express Services Sdn Bhd is a leading freight and cargo forwarding company operating in the Manufacturing, Transport & Logistics sector. With our base in Bukit Tambun, Penang, we are dedicated to providing reliable, efficient, and cost-effective shipping and logistics solutions to our diverse client base. Our commitment to operational excellence and customer satisfaction has established us as a trusted partner in the freight forwarding industry. We pride ourselves on our professional team, modern facilities, and comprehensive range of services designed to meet the evolving needs of our clients.