Customer Service Complaint Specialist

About the role

Provide professional pre-sales consultation, in-sales follow-up, and after-sales support to cross-border logistics customers through online systems, emails, and other channels, ensuring timely service responses. Closely monitor parcel shipment status and proactively communicate with customers to provide clear solutions for issues such as logistics delays, customs clearance exceptions, or document errors.

Key responsibilities

• Provide omni-channel customer service including pre-sales consultation, in-sales follow-up, and after-sales support through online systems, emails, and other channels, ensuring timely service responses
• Monitor parcel shipment status and proactively communicate with customers and provide clear solutions for logistics delays, customs clearance exceptions, or document errors
• Maintain efficient communication with internal teams to quickly identify and resolve customer issues, ensuring service SLA (Service Level Agreement) compliance
• Handle customer complaints and claims, soothe customer emotions, and maintain accurate records
• Promptly report major exception cases to superiors and continuously follow up until the case is fully closed
• Complete other related tasks assigned by the supervisor and assist in optimizing customer service processes

About you

• English is required as a working language; proficiency in Mandarin Chinese is preferred
• Possess excellent written and verbal communication skills and be passionate about customer service
• Be able to accurately record and convey customer needs
• Have a strong team spirit and be able to adapt to the fast-paced and multi-tasking work environment of the logistics industry
• Possess strong emotional management skills
• Be approachable with outstanding cross-departmental communication and interpersonal skills
• Be able to respond calmly to emergencies and handle them properly to maintain the company's brand image
• Possess keen judgment on service risks and public opinion risks
• Prior experience in cross-border e-commerce, international logistics, or customer complaint/dispute resolution is highly preferred

Benefits

• Competitive salary package
• Medical and dental benefits
• Annual leave and medical leave as per Malaysia Employment Act
• Vibrant and supportive team culture

About us

We are a leading cross-border logistics company dedicated to providing seamless global delivery solutions.