Logistics: Customer Service Executive – Parcel Support

J&T EXPRESS (MALAYSIA) SDN. BHD.; Shah Alam; On-site; MYR 36,000 - 51,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Sports (e.g. Gym)

Birthday event

Teambuilding

Paternity leave

Job summary

J&T Express (Malaysia) is expanding its Shah Alam sorting centres with a Customer Service Executive role to manage parcel inquiries and complaints, investigate delays, misroutes, damages, or losses, and keep precise case records in JMS and Excel.

You will collaborate with Operations, Branches, and Sorting teams to resolve issues quickly, uphold SOPs, and provide reliable, customer-focused support across shifts.

Qualifications

• Minimum diploma or equivalent qualification in a related field.
• Proven communication and problem-solving abilities.
• Ability to work independently and handle shifts, weekends, and holidays.

Responsibilities

• Handle customer inquiries and complaints on the Normal CRM and Ecom CRM platforms, following company SOPs
• Contact Non-Ecom customers when their parcels are stuck at the gateway
• Work with Operations, Branches, and Sorting teams to resolve delivery problems quickly
• Track and resolve issues with delayed, damaged, AWB-less, and prohibited parcels
• Register ATS tickets (lost, damaged, or rejected) based on parcel status and last scan
• Match unlabelled parcels and void expired AWB-less records
• Keep accurate customer and case records in the JMS system and Excel
• Prepare daily statistical reports to track operational progress
• Support operations (handling abnormal parcels) whenever needed

Skills

Communication

Interpersonal skills

Problem solving

Detail-oriented

Independent work

Shift work

Education

Diploma or equivalent

Tools

Microsoft Office

Excel

Word

Job description

J&T Express (Malaysia) is expanding its Shah Alam sorting centres with a Customer Service Executive role to manage parcel inquiries and complaints, investigate delays, misroutes, damages, or losses, and keep precise case records in JMS and Excel.

You will collaborate with Operations, Branches, and Sorting teams to resolve issues quickly, uphold SOPs, and provide reliable, customer-focused support across shifts.