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

SF Express Corporation; Shah Alam; On-site; MYR 39,000 - 61,000; Full time

Benefits offered by this job

Monthly Performance Incentive

Job summary

SF Express Corporation in Shah Alam, Malaysia, is seeking a Customer Service Representative (Trace Agent) for the night shift supporting a US-based operation. You will handle after-sales shipment exceptions, track shipments, and coordinate with Operations to resolve issues.

You will provide proactive updates to customers, manage compensation/claims when needed, maintain case records, and support key accounts. English is required; Mandarin friendly is a plus.

Qualifications

• Proficiency in English; Mandarin bilingual preferred.
• Customer service or logistics experience preferred.
• Proficiency in Microsoft Office and similar office software.

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.

Skills

English language

Bilingual English/Mandarin

Customer service experience

Logistics experience

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.