Customer Service Representative (Trace Agent) (Night Shift US-Based Operation)

SF International; Selangor; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Monthly Performance Incentive

Job summary

SF International in Malaysia is seeking a Night Shift Customer Service Representative (Trace Agent) for a US-based operation. You will handle after-sales shipment exceptions, trace shipments, and coordinate with Operations to resolve issues, while providing proactive updates to customers and ensuring case closure.

English proficiency is required; Mandarin is a plus. Logistics or customer service experience and MS Office skills are preferred to support daily tasks and KPI targets.

Qualifications

• English language proficiency; bilingual English/Mandarin preferred.
• Customer service or logistics experience preferred.
• Proficiency in MS Office or similar office software preferred.

Responsibilities

• Handle after-sales shipment exceptions including delays, loss, damage, and undeliverable shipments.
• Provide dedicated support for key accounts when required.
• Trace shipments and coordinate with Operations for resolution.
• Provide timely updates to customers and follow up until case closure.
• Handle compensation/claims cases and escalate issues when necessary.
• Maintain accurate case records and meet KPIs.
• Perform other duties as assigned by the Functional Manager/Head.

Skills

English proficiency

Customer service

Logistics knowledge

Tools

Microsoft Office

Job description

Customer Service Representative (Trace Agent) (Night Shift US-Based Operation)

• Monthly Performance Incentive

Key Responsibilities

• Handle after-sales shipment exceptions, including delays, loss, damage, and undeliverable shipments.
• Provide dedicated support for key accounts when required.
• Conduct shipment tracing and investigations and coordinate with Operations and other teams for resolution.
• Provide timely and proactive updates to customers and follow up until case closure.
• Handle compensation/claims cases and elevate critical issues when necessary.
• Maintain accurate case records and meet established service and productivity KPIs.
• Perform other applicable duties and tasks as assigned by the Functional Manager/Head.

Requirements

• Language: Good command of English; English/Mandarin bilingual preferred.
• Customer service or logistics experience preferred.
• Proficiency in Microsoft Office or similar office software preferred.