Customer Service Executive (Logistics)

Career Horizons; Shah Alam; On-site; MYR 33,480 - 44,640; Full time

Job summary

A customer service-oriented company in Shah Alam is seeking a candidate for a role involving helpdesk responsibilities. The ideal candidate has a diploma and 2-3 years of customer service experience, preferably in a helpdesk or call-center environment. Required languages are Mandarin and English. This position offers a dynamic work environment with opportunities for professional training and client interaction.

Qualifications

• Candidate must possess at least a Diploma in any field.
• At least 2-3 year(s) of working experience in the related field is an added advantage.
• Preferably Executives specializing in Customer Service or equivalent.
• Ability to effectively communicate, both written and verbally.
• Ability to focus on a dynamic work environment.

Responsibilities

• Ensure incidents are logged and updated in the helpdesk ticketing system.
• Learn and achieve good understanding of product features.
• Guide supplier and buyer on portal usage and process.
• Provide service provisioning and training for supplier.
• Assist buyer and supplier enquiries on business/trading processes.
• Respond to inbound and outbound calls professionally.
• Troubleshoot and resolve suppliers issues.
• Ensure service quality level is maintained.
• Escalate clients’ requests to appropriate specialists.
• Update clients about their requests and feedback status.
• Gather clients feedback and report for service enhancement.

Job description

Job Responsibilities:

• Ensure incidents are logged and updated in the helpdesk ticketing
  system
• Learn and achieve good understanding of product features
• Guide supplier and buyer on portal usage and process.
• Provide service provisioning and training for supplier
• To assist buyer and supplier enquiries on business/trading processes.
• Response to inbound and outbound calls in a professional mannerand providing solutions and advise where appropriate.
• Troubleshoot and resolve suppliers issues within system accessibility.
• Ensuring service quality level are maintained and all issues is handled in a timely manner.
• Escalate clients’ requests and complaints to appropriate specialists.
• Update clients about their request and feedbacks status accordingly.
• Gather clients feedback, identify problem trend and report to supervisor for discussion or service enhancement.
• Perform other related duties on ad hoc basis.

Requirements:

• Candidate must possess at least a Diploma in any field.
• At least 2-3 year(s) of working experience in the related field (Helpdesk or Call-Centre) is an added advantage for this position.
• Preferably Executives specializing in Customer Service or equivalent.
• Required language(s): Mandarin, English
• Ability to effectively communicate, both written and verbally
• Ability to focus on a dynamic work environment and thrive while responding to evolving product inquiries.
• Courteous with strong customer service orientation
• Knowledge in e-Commerce will be an added advantage.
• Ability to work as a team member, as well as independently. a team player.
• Knowledge in usage of Microsoft office