Customer Service Representative

GAC; Selangor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A logistics and freight forwarding company in Malaysia is seeking a Customer Service professional to provide customer service excellence. You will be responsible for maintaining client relationships, ensuring accurate data entry and billing, preparing reports, and complying with international trade authorities. The ideal candidate should have a Diploma or Degree in Logistics or a related field, with at least 3 years of experience in the freight forwarding industry and strong communication skills in English and Bahasa Malaysia.

Qualifications

• Minimum 3 years relevant working experience in the freight forwarding industry.
• Proficient in Microsoft Office and ability to learn new software quickly.
• Excellent team player with a positive attitude and enthusiasm.

Responsibilities

• Maintain existing client base and respond to customer queries.
• Ensure accuracy and timely data entry into systems.
• Verify job costs and ensure accurate billing processes.
• Prepare prompt and accurate reports as required.
• Provide high standard of client service while improving internal processes.
• Comply with various authorities involved in international trade.

Skills

Excellent communication skills in English & Bahasa Malaysia

High level of industry knowledge

Positive attitude and teamwork

Education

Minimum Diploma / Degree Holder in Logistics, Supply chain, Shipping or similar field

Tools

Microsoft Office

Job description

The main purpose of the job is to provide Customer Service Excellence to GAC customers consistently day in day out.

The job exists to grow profitable revenue and meet specific company objectives by focusing on Customer Service Excellence, customer retention, development, and acquisition of new business.

The job contributes towards achieving the target revenue of the Division by creating a profitable customer relationship with existing clients, growing their business, and bringing in new customers.

Job Description

1. Maintain existing client base

Pre-empt customer queries & concerns.

• Respond to customer’s requests in a timely and accurate manner while demonstrating a high level of customer service empathy & professionalism
• Ensure smooth & timely process flow updates with no delays/ inaccuracies in document submissions, etc.
• Track & trace as required.

2. Operating systems data entry

• Ensure accuracy & timely data entry into GAC operating system as well as 3rd party online systems to avoid future financial implications.

3. Ensure omission of errors & accuracy in billing

• Verify job costs allocations, provisions, billing amounts with prompt escalation in case of any errors noticed.
• Ensure prompt passing of files for raising invoices & e-billing/ dispatching.

4. Reporting requirements

Ensure prompt & accurate daily, weekly, monthly reports as is required. Either internally by department heads/ others or externally by customers.

5. Strategic thinking on workflow

• Provide high standard of service to client’s while continuously looking at where we can improve our internal processes for increased efficiency.

6. Compliance with various authorities

Compliance with port, customs, airport authorities, overseas authorities involved in international trade

Qualifications

1. Minimum Diploma / Degree Holder in Logistics, Supply chain, Shipping or similar field
2. Minimum 3 years relevant working experience in the freight forwarding industry in similar position.
3. High level of industry knowledge
4. Excellent communication skills in English & Bahasa Malaysia (Writing & Speaking)
5. Proficient in Microsoft Office and ability to learn new software quickly
6. Additional values:-
   • Positive attitude with very high level of enthusiasm. Excellent team player.