Act as the primary point of contact for key customers, handling escalations and service issues effectively.
Monitor shipment status (Air / Sea / Land) and ensure customers are updated on real-time progress.
Coordinate with operations, documentation, and sales teams to resolve customer queries promptly.
Develop and implement customer service policies, procedures, and performance standards.
Track customer satisfaction metrics and initiate improvement plans where necessary.
Handle complaint management and ensure root-cause analysis for service failures.
Build and maintain strong relationships with clients, agents, and internal departments.
Train and mentor customer support executives to enhance communication and service delivery.
Prepare and present regular performance reports to management.
Required Skills & Qualifications:
Minimum
3-6 years of experience
in customer service within the
freight forwarding or logistics industry.
In-depth understanding of
export/import processes, documentation, and Incoterms.
Excellent communication, leadership, and problem-solving skills.
Strong organizational and multitasking abilities.
Proficiency in MS Office and CRM tools.
Ability to work under pressure and handle multiple clients simultaneously.
Job Types: Full-time, Permanent
Pay: RM3,500.00 - RM8,500.00 per month
Benefits:
Cell phone reimbursement
Maternity leave
Opportunities for promotion
Professional development
Work Location: In person
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