Job Description

Tier 2 Customer Service Agent

(Night Shift - Malaysia Office)

Company: SpeedX (in partnership with KGW Group)
Location: Malaysia
Working Hours: 9:00 PM - 6:00 AM (Sunday to Saturday, 5-day roster)

Work Type: Hybrid (Roster _ Weekend _ Working from Home)

Joining Date: As soon as possible (urgent position)

About Us

Founded in 2022, SpeedX is a tech-enabled last-mile delivery company providing fast, reliable, and flexible shipping solutions for e-commerce businesses across the United States. As part of our expansion, we are setting up a Customer Service Team in Malaysia in collaboration with KGW Group.

Role Overview

We are looking for a Tier 2 Customer Service Agent to join our growing team. In this role, you will handle escalated inquiries and provide top-quality support to ensure customer satisfaction. You will be at the frontline of our operations, helping customers resolve critical issues quickly and efficiently.

What You'll Do

Respond to escalated customer inquiries via email, chat, and SMS in a timely and professional manner. Provide accurate information on shipping, tracking, and delivery timelines. Resolve complex shipment issues such as delays, lost packages, and address updates. Maintain up-to-date and accurate customer records. Use Zendesk (or similar platforms) to manage and track customer interactions. Collaborate with internal teams to ensure timely issue resolution. Follow up with customers to ensure complete satisfaction. Participate in ongoing training sessions and team meetings to enhance service quality.
What We're Looking For

Diploma or higher qualification. Strong English communication skills (both written and spoken). Previous experience in customer service, escalations, or complaint handling. Familiarity with Zendesk or similar customer service tools (preferred but not required). Ability to multitask and thrive in a fast-paced, high-volume environment. Strong problem-solving and logical thinking skills with a customer-first attitude. Basic understanding of logistics or shipping is an advantage but not mandatory.
Why Join Us

Opportunity to work with a growing international logistics company. Gain experience supporting U.S.-based operations. Collaborative work environment and continuous learning opportunities.
Interested?
If you're passionate about delivering great customer experiences, send us your updated CV today!

Job Type: Contract
Contract length: 4 months

Pay: RM2,500.00 - RM2,800.00 per month

Benefits:

Free parking Health insurance Maternity leave Opportunities for promotion Professional development
Ability to commute/relocate:

Shah Alam: Reliably commute or planning to relocate before starting work (Preferred)
Experience:

Customer support: 2 years (Required) Complaint handling: 1 year (Required) Customer service: 2 years (Required)
Language:

English (Required)
Location:

Shah Alam (Preferred)
Willingness to travel:

75% (Preferred)
Work Location: In person