Customer Support Executive

We are looking for a Customer Support Executive to join our team in the courier and logistics industry. The successful candidate will be responsible for managing customer enquiries, coordinating shipment-related matters, resolving service issues, and ensuring customers receive timely and accurate updates.

This role requires strong communication and problem-solving skills, as well as the ability to work closely with Operations, Sales, agents, and other internal teams to ensure a smooth and positive customer experience.

Key Responsibilities

• Handle customer enquiries and requests through phone calls, emails, and other communication channels in a professional and timely manner.
• Manage shipment bookings, pick-up arrangements, and customer requests while ensuring accurate information is captured in the system.
• Monitor shipment status and provide customers with timely and accurate updates on deliveries, delays, and other shipment-related matters.
• Handle customer complaints and service issues by identifying the root cause and coordinating with relevant teams to provide appropriate solutions.
• Liaise with Operations, Sales, agents, consignees, and other internal departments to investigate and resolve shipment-related issues.
• Monitor and follow up on outstanding undelivered shipments (Undel) to ensure timely resolution and closure.
• Coordinate with consignees, agents, and Operations teams to arrange redelivery or other appropriate actions for undelivered shipments.
• Proactively communicate with customers regarding shipment delays, delivery issues, redelivery arrangements, and other service matters.
• Maintain accurate and up-to-date customer and shipment information in the system.
• Monitor pending cases and follow up with relevant parties to ensure issues are resolved within the required timeline.
• Prepare and maintain customer service records, reports, and relevant documentation.
• Identify recurring customer issues and provide feedback to the relevant departments for service and process improvement.
• Ensure all customer service activities are carried out in accordance with company policies, SOPs, and service standards.
• Assist in achieving customer service KPIs, service levels, and operational targets.
• Perform other customer service and administrative duties as assigned.

Requirements

• Diploma or Degree in Business Administration, Customer Service, Logistics, or any related field.
• Preferably 1–2 years of experience in customer service, logistics, courier, transportation, or a related industry.
• Fresh graduates with strong communication skills may also be considered.
• Customer-oriented with a positive and professional attitude.
• Able to handle customer complaints and challenging situations professionally.
• Good computer skills and comfortable using email, Microsoft Office, and system applications.
• Good command of English and Bahasa Malaysia, both written and spoken.

Benefits

• Competitive salary and benefits package.
• Unlimited clinic claims.
• Medical health insurance coverage.
• 14 days Annual Leave.
• Career growth and development opportunities.
• Training and on-the-job learning opportunities.
• Supportive and collaborative working environment.

Working Location

FMX (M) Sdn Bhd
Lot 8, Jalan Sungai Kayu Ara 32/38, Section 32, Berjaya Industrial Park, 40460 Shah Alam, Selangor

Pay: RM2,100.00 - RM2,500.00 per month

Benefits:

• Additional leave
• Free parking
• Health insurance
• Opportunities for promotion
• Professional development

Work Location: In person