Senior Customer Service Representative – Key Accounts

Gulf Agency Company; Selangor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading company in logistics is seeking a Senior Customer Service Representative focusing on key accounts. This role involves managing client relationships, ensuring top-tier service delivery, and resolving logistics issues promptly to meet key performance indicators. Candidates should have at least 2 years' experience and excellent communication skills in English and Bahasa Malaysia, alongside proficiency in MS Office applications.

Qualifications

• Minimum 2 years experience in similar position.
• Proficient in English & Bahasa Malaysia (both written & spoken).
• Ability to learn new software quickly.

Responsibilities

• Serve as the primary contact for key accounts and ensure client satisfaction.
• Manage logistics cycle ensuring accuracy and quality of services.
• Prepare and follow up on client quotations and contract renewals.

Skills

Communication Skills

Customer Service Excellence

Problem Solving

Teamwork

Multi-tasking

Tools

MS Office

Job description

Senior Customer Service Representative – Key Accounts

• On-site
• Logistics

Handled key account logistics support, ensuring timely issue resolution, service excellence, and strong client relationships in a global MNC environment.

The main purpose of the job is to provide Customer Service Excellence to key account clients, as well as supporting other valuable customers consistently day in day out.

The job exists to grow profitable revenue and meet specific company objectives by focusing on Customer Service Excellence, customer retention, development, and acquisition of new business.

The job contributes towards achieving the target revenue of the Division by creating a profitable customer relationship with key account clients and other valuable customers, growing their business, and bringing in new customers.

Job Description

1. Key Account Management & Growth

Serve as a primary point of contact for assigned key accounts, ensuring a high level of client satisfaction.

Develop and maintain strong, long-term relationships with decision makers and key stakeholders within client organization.

Manage the complete logistics cycle for key accounts, ensuring accuracy, timeliness and quality of services.

Resolve complex issues or service disruptions quickly and efficiently.

Monitor and meet all clients SLAs and KPIs while ensuring service consistency and contract compliance.

Identify upselling and cross selling opportunities based on client needs and operational insights.

Assist in preparation and follow up of client quotations, rate proposals, and contract renewal.

Develop and refine SOPs for key accounts.

Ensure accuracy & timely data entry into GAC operating system as well as 3rd party online systems to avoid future financial implications.

3. Ensure omission of errors & accuracy in billing

Verify job costs allocations, provisions, billing amounts with prompt escalation in case of any errors noticed.

Coordinate with operations team to ensure timely billing and help resolve invoice related disputes or queries.

4. Reporting requirements

Ensure prompt & accurate daily, weekly, monthly reports as is required. Either internally by department heads/ others or externally by customers.

5. Strategic thinking on workflow

Develop a thorough understanding of key clients' needs and requirements and provide customized solutions accordingly.

Provide high standard of service to client’s while continuously looking at where we can improve our internal processes for increased efficiency.

6. Compliance with various authorities

Compliance with port, customs, airport authorities, overseas authorities involved in international trade.

Job requirements

• Minimum 2 years experience in similar position.

• High level of industry knowledge

• Excellent English & Bahasa Malaysia communication skills (both written & spoken)
• Proficient with MS Office applications (Excel and PowerPoint) and ability to learn new software quickly

• Able to work independently, team player, able to multi-task, self - motivated, work under pressure and make quick decision to solve issue.