Logistics Customer Service Representative (Mandarin/Cantonese markets)

Accenture; Kuala Lumpur; On-site; MYR 36,000 - 54,000; Full time

Job summary

Accenture in Kuala Lumpur is seeking a Logistics Service Representative II to support end-to-end logistics and customer experience. The role involves professional communications with customers on behalf of clients, updating the company database, and supporting QA efforts using high-level logistics tools and systems.

The ideal candidate will have 1-2 years in logistics customer service or related fields, strong Mandarin/Cantonese and English language skills, and meticulous attention to SLA and

Qualifications

• 1-2 years experience in logistics customer service, order management, or supply chain operations in a shared services or BPO environment.
• Experience handling customer enquiries related to shipment, delivery, order status, returns, or logistics exceptions.
• High attention to detail and ability to follow SLA and escalation processes.

Responsibilities

• Perform and handle outbound or inbound customer and/or client communications.
• Advise customers on behalf of OnProcess Technology’s clients.
• Interact with customers via various methods of communication.
• Utilize client’s third parties to provide the entitled service.
• Follow detailed instructions as outlined in company documents.
• For service level agreement in jeopardy, follow established escalation rules.
• Resolve customer complaints and escalations.
• Update applicable program database(s) accurately.
• Appropriately handle challenging and unique customer situations in accordance with OnProcess Technology policies.
• Identify and escalation data or program specific issues to appropriate level of management.
• May be responsible for multiple programs and working cross-functionally through programs.

Skills

Mandarin/Cantonese

English

Education

High School Diploma

Job description

Summary

The Logistics Service Representative will support end-to-end logistics and customer experience. Individual will also support the company’s processes through professional communications, both to and from customers, on behalf of OnProcess Technology’s clients. As a result of customer contact, the Logistics Service Representative II updates the Company database with all appropriate information. The Logistics Service Representative II supports all quality assurance efforts and Program criteria via phone and e-mail as well as wide usage of high-level logistics tools and systems.

Responsibilities

• Perform and handle outbound or inbound customer and/or client communications
• Advise customers on behalf of OnProcess Technology’s clients.
• Interact with customers via various methods of communication.
• Utilize client’s third parties to provide the entitled service.
• Follow detailed instructions as outlined in company documents.
• For service level agreement in jeopardy, follow established escalation rules.
• Resolve customer complaints and escalations.
• Update applicable program database(s) accurately.
• Appropriately handle challenging and unique customer situations in accordance with OnProcess Technology policies.
• Identify and escalation data or program specific issues to appropriate level of management.
• May be responsible for multiple programs and working cross-functionally through programs.

Qualifications

• 1-2 years experience in logistics customer service, order management, or supply chain operations in a shared services or BPO environment
• Experience handling customer enquiries related to shipment, delivery, order status, returns, or logistics exceptions
• Strong language proficiency in both Mandarin/Cantonese and English.
• High attention to detail and ability to follow SLA and escalation processes
• Strong communication and interpersonal skills.
• Results-driver with action orientation.

Education/Certification requirement

• High School Diploma or equivalent.

#LI-GM

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.