Customer Service Representative

The Customer Service Executive shall be responsible for providing professional customer support, handling shipment-related enquiries, coordinating with customers and operational teams, and ensuring a high standard of customer satisfaction.

• Key ResponsibilitiesHandling customer enquiries through phone calls, emails, WhatsApp, and other communication channels.
• Providing shipment quotations, service information, transit times, and delivery updates to customers.
• Assisting customers with booking shipments and preparing the required documentation.
• Coordinating with operations, airlines, courier partners, and overseas agents regarding shipment status and delivery updates.
• Tracking shipments and proactively updating customers regarding delays, customs requirements, or delivery issues.
• Handling customer complaints and providing timely resolutions.
• Maintaining accurate customer records, shipment details, and communication logs.
• Following up on pending shipments, customs clearances, delivery exceptions, and returned shipments.
• Coordinating pickup requests and arranging collections with customers.
• Assisting the accounts team in following up on outstanding payments and invoice-related queries.
• Maintaining service quality standards and ensuring customer satisfaction.
• Supporting management with operational and administrative tasks as required.
• Ensuring all customer information and company data are handled confidentially.
• Specific RequirementsExcellent verbal and written communication skills in English and local languages.
• Strong customer service and interpersonal skills.
• Ability to handle customer complaints professionally and calmly.
• Good knowledge of email communication and Microsoft Office applications.
• Ability to work under pressure and manage multiple customer requests simultaneously.
• Strong attention to detail and organizational skills.
• Ability to coordinate effectively with customers, operations teams, airline staff, and overseas agents.
• Willingness to work flexible hours when required by operational needs.
• Positive attitude, professional appearance, and customer-focused approach.
• Any other duties assigned by management related to customer service, operations support, and administrative activities.