Customer Experience Center

Customer Experience Center

1. Ensure accounts are monitored as per customer SLA

2. To ensure prepare customized monitoring report

3. Ensure all shipment status are closed in timely manner

4. Proactively identify and address any delays or issues in the delivery process

5. To handle all tracing inquiries from multiple channels (Emails, phone calls, WhatsApp & CS Platform Etc.) including from customer’s platform.

6. Gather client feedback on their experiences and identify areas for improvement. To ensure all inquiries are channeled, follow up and resolve accordingly.

7. Work closely with the Operations, and relevant department to ensure smooth delivery operations

8. Provide on time solutions and ensure all tracing, claims and complaints are handled within stipulated timeline

9. Maintain detailed records of all tracing activities and communications (CS Platform/Reports/Customer’s Platform)

10. Escalate complex issues to the appropriate department or supervisor when necessary

11. To submit all lost cases/damaged to the Claim department for further investigation & cases related to waive of courier charge due to service failure / major complaint will to Complaint Dept for further explanation.

12. Building and maintaining strong relationships with customers by understanding their specific shipping needs, preferences, and pain points

13. Required to work on Saturday, Sundays and Public Holidays

14. Ensure to meet department Key Performance Indicators (KPI)

15. Participate in training and coaching sessions to improve performance

Requirement

• Diploma holder with experience in related working field
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work collaboratively across teams

Job Types: Full-time, Permanent

Pay: RM2,050.00 - RM2,400.00 per month

Benefits:

• Health insurance
• Maternity leave
• Parental leave

Supplemental Pay:

• Commission pay
• Overtime pay