Customer Service Executive

Job Description Roles & Responsibilities Purpose To execute all customer service activities efficiently and professionally, ensuring proper handling of customer requirements and maintaining a high level of customer satisfaction. Key Responsibility Areas Respond to customer inquiries regarding services, products, and account details in a professional, accurate, efficient, and friendly manner. Serve as the primary point of contact for customers through phone, email, and face-to-face communication. Process customer orders and complete all required documentation, including tracking reports, company forms, monthly volume reports, KPIs (client or internal), and complaint registers. Manage and resolve customer complaints—including technical, major, or complex issues—following established procedures to ensure customer satisfaction and enhance service quality. Maximize business opportunities by converting service inquiries into potential revenue and providing qualified sales leads to the Sales Team. Maintain accurate customer records, data management, and MIS updates. Actively participate as a team player and proactively contribute ideas for SOP enhancements. Key Performance Indicators Acknowledge all customer emails within 30 minutes during working hours. Submit KPIs for assigned customers by the 5th of every month as per agreed SLAs. Ensure all shipment documents are properly saved in designated folders as per company policy and customer requirements. Prepare and deliver daily and monthly reports for customers and management on time, including shipment volume tracking. Handle all complaints promptly and effectively, aiming for resolution at the first escalation stage, and ensure proper documentation as per policy. Maintain a high level of customer satisfaction through consistent service quality. Desired Candidate Profile Competencies Strong understanding of customer service principles, including customer needs assessment, quality standards, and satisfaction evaluation. Excellent verbal communication skills with the ability to convey information clearly. Active listening skills, with the ability to understand customer concerns and ask relevant questions. Team-oriented mindset with a proactive approach to supporting colleagues. Strong written communication skills suitable for different audiences. Effective problem-solving skills. Ability to work under pressure and deliver solutions efficiently. We require English and Mandarin speaker for this role Basic knowledge of freight movements especially by Land Transportation Employment Type Full Time Company Industry LogisticsTransportationWarehousingCourier Department / Functional Area LogisticsSupply Chain Keywords MandarinCustomer ServiceLogistics Get real-time job updates only on our App