Customer Service Officer

About the role

We are looking for a Customer Service Officer to handle customer inquiries and complaints related to parcel delivery, investigate and follow up on delayed, misrouted, damaged, or lost shipments, and coordinate with Operations, Branches, and Sorting teams to resolve issues promptly. The role also involves updating customer cases, preparing reports, maintaining accurate records using the JMS System and Microsoft Excel, and ensuring timely follow-up while delivering excellent customer service in compliance with company SOPs.

Key responsibilities

• Handle customer inquiries and complaints related to parcel delivery
• Investigate and follow up on abnormal parcels, including delayed, misrouted, damaged, or lost shipments
• Coordinate with Operations, Branches, and Sorting teams to resolve delivery issues promptly
• Update customer cases, prepare reports, and maintain accurate records using the JMS System and Microsoft Excel
• Ensure timely follow-up and provide excellent customer service while complying with company SOPs

About you

• Minimum Diploma or equivalent qualification, preferably in Logistics, Supply Chain Management, Business Administration, Operations Management, or a related field
• Proficient in Microsoft Office, particularly Microsoft Excel and Microsoft Word
• Detail-oriented, responsible, and able to work independently
• Good communication, interpersonal skills and problem-solving skills
• Willing to work shifts, weekends, and public holidays when required
• Experience in logistics, warehouse operations, or quality control is an advantage