Customer Service Specialist

IMILE LOGISTICS SERVICES SDN. BHD.; Puchong; On-site; MYR 36,000 - 60,000; Full time

Job summary

IMILE LOGISTICS SERVICES SDN. BHD. is seeking a Customer Service Specialist to manage support tickets, resolve customer issues, and maintain clear communication across multiple channels.

You will handle daily tickets from various sources and ensure timely closure. You will investigate customer enquiries, coordinate with relevant departments, and provide professional responses in English. Strong problem-solving and communication skills, familiarity with ticketing systems, and a proactive,

Qualifications

• Minimum 2 years of customer service experience.
• Good command of English in written and spoken communication.

Responsibilities

• Handle daily tickets from various channels, including receiving, categorizing, resolving, and following up on customer cases.
• Investigate customer enquiries, complaints, and delivery-related issues.
• Coordinate with relevant departments to resolve issues and ensure proper closure.
• Communicate with customers through email, ticketing systems, and other customer service channels.
• Provide clear and professional responses in English and follow up on customer requests.
• Provide daily updates on ticket volume, work progress, key issues, unresolved cases, and matters requiring further assistance.
• Identify recurring or abnormal issues during daily operations and summarize findings.
• Provide feedback to the team for process improvement.

Skills

Customer service

English communication

Ticketing systems

Problem solving

Analytical skills

Teamwork

Attention to detail

Tools

Microsoft Office

Job description

This is a customer service role focused on managing support tickets, resolving customer issues, and maintaining clear communication across multiple channels. You will handle daily tickets from various sources, investigate customer enquiries and complaints, and coordinate with relevant departments to ensure proper resolution and closure.

Key responsibilities

Handle daily tickets from various channels, including receiving, categorizing, resolving, and following up on customer cases

Investigate customer enquiries, complaints, and delivery-related issues

Coordinate with relevant departments to resolve issues and ensure proper closure

Communicate with customers through email, ticketing systems, and other customer service channels

Provide clear and professional responses in English and follow up on customer requests

Provide daily updates on ticket volume, work progress, key issues, unresolved cases, and matters requiring further assistance

Identify recurring or abnormal issues during daily operations and summarize findings

Provide feedback to the team for process improvement

About you

Minimum 2 years of customer service experience

Good command of English in both written and spoken communication, with the ability to communicate with customers and respond to emails/tickets professionally

Familiar with ticketing systems and basic Microsoft Office or other office software

Good communication, problem-solving, and analytical skills

Responsible, detail-oriented, proactive, and able to work well in a team

Able to identify issues promptly, provide feedback, and follow up until the issue is resolved

Experience with courier, logistics, or e-commerce customer service is preferred

Ability to speak Mandarin/Chinese is an added advantage

What can I earn as a Customer Service Specialist