Customer Service Executive/ Coordinator

Responsible:

• Interface with customers via phone call and emails to attend to their general enquiries for rates, shipments booking and follow up shipment status.
• Ensure quotations are valid and up-to-date and understand the service requirements from the customers.
• Verification of the completeness and accuracy of all forwarding documents.
• Proactive engagement with existing customer for closure of new business by making follow up calls and preparing quotations with competitive rates.
• Responsible for liaison with product operation colleagues to ensure that customer’s requirements are met with providing shipment update and document draft for checking.
• Improving customer service experience, create engaged customers and facilitate organic growth.
• Creation of booking confirmation to the customers for shipment arrangement.
• Provide support to internal and external customers to achieve optimum workflow efficiency for the department and Company.
• Resolve customer disputes and coordinate solutions through operations.
• Communicate all cargo related incidents (short landed, misrouted, damage, missing, etc) to Reporting Line or Department and Product Head for advice and claim registration and acknowledgement of receipt to the customer.
• Maintain and monitor quality of service by ensuring that Quanterm’s defined services are met and recommend new and improved methods to enhance the service level.
• Ensure a high standard of quality in all regards of customer service.
• Promote, present, and always adhere to Quanterm’s professionalism and policies.
• Maintain accountability and accuracy for updating and meeting deadlines for monthly reports required by Quanterm management.
• To provide support to branch level as and when needed / assign by Branch Manager.
• Back up for other team members as when necessary.
• Perform any other duties as assigned.

Requirement:

• Experience in Carrier, NVOCC or Freight forwarding environment is ideal carrier contacts are an advantage
• Excellent interpersonal skills and ability to influence at all levels of the organization
• Ability to manage multiple priorities
• Experience in direct interaction with suppliers/ customers in a freight forwarding or carrier environment
• Analytical / problem solver – able to understand overall strategic issues as well as tactical objectives and able to relate data/ information logically and consistently to those strategies and objectives
• Able to work independently
• Good communication skills - fluent in spoken & written English
• Ability to work and deliver results within agreed timeline.
• Attention-to-details, and diligent
• Ability to work with multi-cultural environment
• Fluent oral and written English
• Proficiency in the use of Microsoft Office/ Advance in Excel will be needed

Job Type: Full-time

Pay: RM2,700.00 - RM3,000.00 per month

Benefits:

• Additional leave
• Free parking
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Monday to Friday

Supplemental Pay:

• Performance bonus
• Yearly bonus

Application Question(s):

• Notice Period
• Your expected salary (RM) ? * Must fill in
• Your notice period ? * Must fill in

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Customer Care: 3 years (Preferred)
• Logistics: 2 years (Preferred)

Language:

• English (Preferred)