Senior Customer Service Executive

About the role

Responsible for managing customer service activities for both e-commerce and B2B logistics clients, ensuring smooth order, shipment and delivery processes. The role involves handling customer enquiries, coordinating with internal operations teams, managing escalations, and maintaining strong client relationships.

Key responsibilities

• Handle customer enquiries through phone, email, WhatsApp, and other communication channels.
• Manage e-commerce and B2B customer accounts, including orders, shipments, deliveries, returns, and other logistics-related matters.
• Coordinate with warehouse, transport, inventory, fulfilment, and last-mile teams to ensure smooth operations.
• Monitor shipment and order status and provide timely updates to customers and clients.
• Handle customer complaints and provide appropriate solutions within the agreed timeline.
• Manage escalated cases and ensure proper follow-up until resolution.
• Liaise directly with B2B clients, e-commerce sellers, and customers on operational and service-related matters.
• Monitor customer service SLA, response time, resolution time, and service performance.
• Prepare daily, weekly, and monthly reports on customer enquiries, complaints, orders, delivery issues, and service performance.
• Follow up on failed deliveries, missing/damaged parcels, returns, order discrepancies, and other operational issues.

About you

• Diploma/Degree in Business Administration, Logistics, Supply Chain, Customer Service, or related field.
• Minimum 2–4 years of experience in customer service, preferably within e-commerce, B2B, logistics, 3PL, fulfilment, or supply chain.
• Good understanding of logistics, order fulfilment, warehousing, transportation, and delivery processes.
• Strong communication and interpersonal skills.
• Good customer handling and problem-solving skills.
• Able to manage multiple customers, accounts, and issues simultaneously.
• Good knowledge of Microsoft Excel and reporting.
• Able to work independently and coordinate effectively with different departments.
• Strong follow-up skills with good attention to detail.
• Able to work under pressure and meet customer service KPIs and SLA requirements.