Customer Service Executive

Purpose To execute all customer service activities efficiently and professionally, ensuring proper handling of customer requirements and maintaining a high level of customer satisfaction. Key Responsibility Areas • Respond to customer inquiries regarding services, products, and account details in a professional, accurate, efficient, and friendly manner. • Serve as the primary point of contact for customers through phone, email, and face-to-face communication. • Process customer orders and complete all required documentation, including tracking reports, company forms, monthly volume reports, KPIs (client or internal), and complaint registers. • Manage and resolve customer complaints—including technical, major, or complex issues—following established procedures to ensure customer satisfaction and enhance service quality. • Maximize business opportunities by converting service inquiries into potential revenue and providing qualified sales leads to the Sales Team. • Maintain accurate customer records, data management, and MIS updates. • Actively participate as a team player and proactively contribute ideas for SOP enhancements. Key Performance Indicators • Acknowledge all customer emails within 30 minutes during working hours. • Submit KPIs for assigned customers by the 5th of every month as per agreed SLAs. • Ensure all shipment documents are properly saved in designated folders as per company policy and customer requirements. • Prepare and deliver daily and monthly reports for customers and management on time, including shipment volume tracking. • Handle all complaints promptly and effectively, aiming for resolution at the first escalation stage, and ensure proper documentation as per policy. • Maintain a high level of customer satisfaction through consistent service quality. Competencies • Strong understanding of customer service principles, including customer needs assessment, quality standards, and satisfaction evaluation. • Excellent verbal communication skills with the ability to convey information clearly. • Active listening skills, with the ability to understand customer concerns and ask relevant questions. • Team-oriented mindset with a proactive approach to supporting colleagues. • Strong written communication skills suitable for different audiences. • Effective problem-solving skills. • Ability to work under pressure and deliver solutions efficiently. • We require English and Mandarin speaker for this role • Basic knowledge of freight movements especially by Land Transportation