Executive, Cross Border (Key Account) - Mandarin Speaker
Salary undisclosed
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Responsibilities
- Operate as the lead point of contact for all matters specific to your assigned clients via email and calls.
- Identify major trends or issues and assume responsibility for resolution or escalation with existing accounts.
- Work with internal stakeholders to recognize and resolve daily operational issues.
- Provide routing information and issue shipping instructions to ensure deliveries arrive on time and to their correct location.
- Responsible for tracking of goods en-route to their destination ensuring any problems that may arise are resolved so as to avoid delays.
- Develop, implement and maintain appropriate analytical tools to establish goals and measure performance of the Company for reports distribution to internal and external stakeholders.
- Analyse and report client status including sales trend, service level performance, service issues.
- Own and manage rapport with existing Singapore clients from build customer trust towards cross border service.
- Coordinate with internal stakeholders to understand customer needs, maximize retention and growth, and communicate learnings.
- Assist with Singapore client inquiries related to the parcel and others.
- Handle customer complaints and refunds
- Able to Speak, read and write in Mandarin - to liaise with mandarin speaking client.
- Fluent in English and Bahasa Malaysia
- Candidate must possess at least a bachelor's degree in any field.
- Experience in account management is an advantage.
- Experience in delivering client-focused solutions based on customers’ needs.
- Preferably Junior Executive with prior experience in Customer Service, Account Management or Logistics/Supply Chain frontline role.
- Able to work in a fast-paced environment, manage multiple clients at a time with tact and professionalism.
- High conscientiousness, client-centricity, and good communication skills
- Possess own transport / willing to travel.
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