Customer Service Representative (Trace Agent) (Night Shift US-Based Operation)

Compensation

• Bilingual Language Allowance: RM 300-600/month

• Monthly Performance Incentive

Key Responsibilities

• Handle after-sales shipment exceptions, including delays, loss, damage, and undeliverable shipments.

• Provide dedicated support for key accounts when required.

• Conduct shipment tracing and investigations and coordinate with Operations and other teams for resolution.

• Provide timely and proactive updates to customers and follow up until case closure.

• Handle compensation/claims cases and escalate critical issues when necessary.

• Maintain accurate case records and meet established service and productivity KPIs.

• Perform other applicable duties and tasks as assigned by the Functional Manager/Head.

Requirements

• Education: Bachelor’s degree

• Language: Good command of English; English/Mandarin bilingual preferred.

• Customer service or logistics experience preferred.

• Proficiency in Microsoft Office or similar office software preferred.