Customer Service Officer (Based in Msia, For J&T Singapore)

J&T Express; Johor Bahru; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading courier and logistics company is seeking a Customer Service Officer in Johor Bahru, Malaysia. This individual will be responsible for resolving customer complaints, managing queries, and ensuring a positive customer experience. With opportunities for teamwork and professional growth, the role demands excellent communication skills and a customer-focused attitude. Perks include medical insurance and various employee benefits.

Benefits

Medical insurance

Miscellaneous allowance

Sports facilities (e.g., gym)

Birthday events

Team-building activities

Paternity leave

Qualifications

• Proficient in Bahasa Melayu, English, and Mandarin.
• Excellent at addressing customer concerns and negotiation.

Responsibilities

• Follow Standard Operating Procedures to resolve customer complaints.
• Answer/manage customer queries via CRM tools and hotline.
• Monitor and follow up on escalated cases.

Skills

Excellent communication

Interpersonal skills

Customer-focused orientation

Teamwork

Attention to detail

Mental strength

Job description

Customer Service Officer (Based in Malaysia, For J&T Singapore)

• Follow Standard Operating Procedures and resolve customer complaints promptly.
• Answer/manage customer queries via CRM tools and hotline (incoming calls).
• Monitor and follow up with relevant departments on escalated cases requiring clarification or updates.
• Adhere to work reporting schedules, carry out instructions, and perform ad-hoc duties assigned by the CS Team Leader/Manager.
• Support departmental Key Performance Indicators set by management.
• Ensure a positive client experience by following up and resolving customer service issues in a timely manner.
• Attention to detail — be careful and thorough in completing work tasks.
• Excellent communication and interpersonal skills — be a skilled negotiator, listener, and speaker to address concerns across all levels.
• Customer-focused orientation — prioritize customer satisfaction in all aspects of work.
• Mental strength and stress tolerance — endure pressure or uncertainty without negativity.
• Teamwork — collaborate effectively to enhance performance.
• Proficient in Bahasa Melayu, English, and Mandarin — necessary for reading guidelines in different languages.

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What is your expected monthly basic salary?
• Which of the following languages are you fluent in?

Manufacturing, Transport & Logistics — More than 10,000 employees

Established in Indonesia in 2015, J&T Express has grown to become one of the top courier express companies in Java, delivering the impossible to the people of Indonesia. As of Nov 2018, the company handled an average of 1 million shipments per month. With this success, J&T Express expanded to Malaysia, Vietnam, Thailand, Philippines, Singapore, and Cambodia.

Perks and benefits include medical insurance, miscellaneous allowance, sports facilities (e.g., gym), birthday events, team-building activities, and paternity leave.

What can I earn as a Customer Service Representative?