Customer Service Executive

Position: Customer Service Executive (Import & Export Experience)
Location: Setia Alam Sun Suria Forum, Shah Alam

Responsibilities:

• Lead, mentor, and develop the customer service team, setting clear goals and performance expectations.

• Monitor team performance, provide feedback, and implement improvement strategies.

• Handle customer inquiries , ensuring timely and effective resolution and high level of customer service, addressing customer needs with empathy and professionalism.

• Oversee the monitoring and tracking of shipments, ensuring accurate and timely updates are provided to customers in addition on addressing and resolving any issues related to shipment delays, discrepancies, or changes.

• Manage the processing of claims for lost or damaged goods, ensuring proper documentation and communication and also resolve customer complaints and issues, coordinating with relevant departments.

• Manage relationships with international freight forwarding agents, ensuring compliance with global shipping regulations.

• Ensure thorough follow-up on all customer interactions, inquiries, and issues.

Requirements:

• At least 2 year experience related freight forwarding is a MUST.

• Excellent organizational and time management skills.

• Ability to work independently and as part of a team

• Good communication skills in English and Mandarin (spoken and written) as the company has a lot of business from China.

• Must have own transport