Executive Assistant/Customer Service/Service Quality (Mandarin Speaker)

Full Time, onsite
PARCELHUB
Petaling Jaya, Malaysia

Salary undisclosed

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Job Responsibility

Assistant Executive

Serve as the primary liaison among executives, employees, clients, and external partners, ensuring seamless communication and relationship management.
Support the daily activities of the Chief Operating Officer (COO) by managing schedules, coordinating meetings, and overseeing all communication, including drafting correspondence on behalf of the executive.
Organize and manage meetings, including agenda setting, material preparation, minute taking, and follow-up on action items.
Oversee and manage the executive's office operations, including clerical staff supervision, office supplies, budget management, and maintaining an organized filing system.
Coordinate and manage travel arrangements for the executive and team, ensuring cost-effective and efficient itineraries for both domestic and international travel.
Prepare, edit, and format a variety of documents, including reports, presentations, and correspondence, ensuring all materials meet the executive's standards.
Provide comprehensive logistical support for company events, conferences, and executive retreats, ensuring flawless execution of all arrangements.
Oversee all fulfillment activities, including providing customized shipping solutions from imports to domestic and international delivery, and managing vendor relationships.
Actively participate in system development for the company's logistics management system, coordinating between stakeholders and vendors to ensure seamless integration with other systems such as POS and e-fulfillment.
Conduct testing and debugging processes for new system developments, ensuring they are ready for deployment.
Coordinate between technical teams for system integration and oversee process improvement initiatives to meet customer service levels and operational efficiency.
Develop and maintain standard operating procedures and business workflows to streamline operations across departments.
Manage financial tasks related to logistics, including costing preparations, payment approvals, and validating vendor invoices, ensuring timely and accurate financial processing.
Handle sensitive information with the utmost discretion, maintaining confidentiality at all times while acting as the executive's representative when needed.

Customer Service Assistant

Address customer queries via phone, email, chat, or in person, specifically for Mandarin-speaking clients.
Handle complaints, service issues, and shipment tracking problems professionally, ensuring timely resolution.
Offer detailed explanations of company services, shipping processes, and delivery timelines to customers.
Facilitate customer orders and shipment requests, ensuring accurate and timely entries into the system.
Update and maintain accurate records of customer interactions, feedback, and follow-ups.
Collaborate with the operations, logistics, and sales teams to ensure seamless service delivery and problem resolution.
Address escalated concerns in a calm and professional manner, ensuring they are resolved quickly.
Provide feedback and suggest improvements to enhance customer experience and service quality.

Service Quality AssistantÂ

Ensure closure of all consignments in system within delivery timeline as per customer agreements
Assisting & Resolving all shipment errors that are outside of Customer Serviceâs scope (Non-customer related troubles).
Responsible for assigned geographical regionâs Outlet & Agent partners.
Advising Station and Agent partners on operational issues such as Routing, Goods Handling.
Liaise with Outlet and Agent partners to understand current processes and revise/provide feedback for optimal accuracy and efficiency.
Auditing and ensuring Compliance of all SOPs and KPIs
Analyse audit results to identify areas of non-compliances, gaps, trends, potential issues and weaknesses using accepted analytical techniques and tools.
In-depth analysis of Volumetric/Service/Geographic trends and reporting to key decision makers.
To find root cause of the issues and come up with SOP/Procedure (overall department)
Assisting with branch / station roll outs, training and follow-up post mortems.
To provide training for new outlet opening
Development and Overseeing of cross departmental special projects.
Communicate, disseminate, and respond to emails, and telephone inquiries to provide requested information.
To ensure/training operation coordinate quality production for unloading, delivering, sorting, loading and receiving
Continuously find ways to streamline operations and communicate to

Job Requirements

Assistant Executive

Education:

Bachelor's degree in Business Administration, Communications, or a related field is preferred.

Experience:

Minimum of 2-3 years of experience as an executive assistant or in a similar role, preferably supporting C-level executives.

Skills:

Fluency in both Mandarin and English (spoken and written) is required.
Strong organizational and time management skills.
Excellent written and verbal communication skills.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other relevant software.
Ability to work independently and handle multiple priorities simultaneously.
High level of discretion and confidentiality.
Strong attention to detail and problem-solving skills.
Availability to work extended hours and travel as needed.
Professional demeanor and appearance.

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Customer Service Representative Â Â

Education:

Diploma or equivalent; additional qualifications in customer service or related fields are an advantage.

Experience:

Previous experience in customer service, preferably within the courier, logistics, or transportation industry.

Skills:

Fluency in both Mandarin and English (spoken and written) is required.
Strong verbal and written communication skills with the ability to articulate ideas clearly and professionally.
Ability to assess situations and make decisions that best serve the customer while aligning with company policies.
Proficiency with customer service software, RM systems, and Microsoft Office Suite.
Patience, empathy, and strong listening skills.
Strong organizational skills with the ability to manage multiple tasks efficiently.
Ability to work in a fast-paced environment with shifting priorities.

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Service Quality Specialist

Education:

Diploma/Degree holder in Logistics/Supply Chain or any field.

Experience:

At least 1- 2 years of experience in customer service/support (front line/major accs. / tracer groups), preferably in the Logistics industry. Quality assurance / Compliance governance related background is a plus.

Technical Skills:

Excel / MSAccess and basic Office Suite tools. TMS (Transport Management Software) / BI tools experience is highly preferred (Oracle/SAP/Tableu).
Fluency in both Mandarin and English (spoken and written) is required.

Job Benefits

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