Executive, Customer Care (Contract)

Teleport; Sepang; On-site; MYR 39,000 - 61,000; Full time

Job summary

Teleport, Southeast Asia's leading integrated logistics provider, seeks a dedicated customer service professional in Malaysia. You will handle SR tickets for Malaysia and Thailand, contact customers with low CSAT, and route escalations to the right teams, while supporting training initiatives and knowledgebase improvements.

The role involves varied daily tasks, including communications during AOGs, trainer-led sessions for freight forwarders, and translating/enhancing FAQ content.

Qualifications

• Experience in customer service across channels (email, chat, calls).
• Background in logistics, air and road operations.
• Start-up experience in cargo/e-commerce is a plus.

Responsibilities

• Handle SR tickets daily for Malaysia and Thailand customers.
• Contact customers with a CSAT rating of 3 stars or below.
• Route escalations to the appropriate channels.
• Engage in training and development initiatives to improve skills.
• Disseminate aircraft communications during AOGs, cancellations, or aircraft swaps.
• Conduct SmartKargo and Teleport Core trainings for freight forwarders (Malaysia & Thailand).
• Disseminate Teleport announcements to stakeholders.
• Revamp the knowledgebase on Yellow.ai and create FAQ articles.

Skills

Customer service

Logistics background

Start-up cargo/e-commerce

Job description

About Us

As Southeast Asia's #1 integrated logistics provider, Teleport is all about making logistics fast, affordable and reliable.

Our mission? To move things across Southeast Asia better than anyone else. We're focused on making next-day delivery a reality for all. #TeamTeleport is guided by our values: Move with urgency - because time is crucial; Aim to pioneer - constantly innovating to stay ahead; Do it with intent - delivering with purpose and precision; and Keep it real - maintaining authenticity and transparency in all we do. Learn more about Teleport here: https://www.teleport.it/

A DAY IN LIFE

As a start up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours should involve you having to:

• Handle Service Request (SR) tickets daily for both Malaysia and Thailand customers
• Contact customers who have given a CSAT survey rating of 3 stars or below
• Route escalations to the appropriate channels
• Engage in training and development initiatives to improve technical and soft skills
• Disseminated aircraft communications during AOGs, cancellations, or aircraft swaps based on updates from the Network Planning Team, including during working hours, weekends, and public holidays
• Conduct SmartKargo and Teleport Core Trainings for new and existing freight forwarders for both Malaysia and Thailand
• Disseminated Teleport Announcements to various stakeholders
• Revamp the existing Knowledgebase on Yellow.ai that is currently deployed.
• Create and maintain FAQ articles on Yellow.ai.
• Translate New and existing FAQ articles from English to Thai

Requirements

• Will be required to be on standby based on operational updates.
• 5 days a week, including weekends
• Working Hours: 9 am-6 pm
• Customer Service experience
• Logistics Background (Air and Road)
• Cargo and E-commerce with start-up experience will be an added advantage
• Experience with email, Chat, social media, service recovery, onboarding training, and Calls

At Teleport, we're all about creating a diverse and inclusive team where everyone feels valued. We believe that different perspectives make us stronger and help us do logistics better across Southeast Asia. We welcome people from all walks of life and celebrate what makes each of us unique. If you're passionate about making a difference, we'd love to hear from you!