CUSTOMER SERVICE BACK-END (EXECUTIVE)

JOB PURPOSE:

The Customer Service Back-End Executive handles back-end customer service operations, including case investigation, complaint resolution, and coordination with internal teams, to ensure customer issues are resolved accurately and within SLA.

KEY RESPONSIBILITIES

• Handle back-end customer service cases including complaints, shipment enquiries, and follow-ups received via phone, email, chat, and WhatsApp.
• Investigate shipment issues by coordinating with Network, Ground Operations, and Customer Operations Post Sales teams.
• Provide customers with timely and accurate updates on the status and resolution of their cases.
• Maintain accurate and complete case records in the customer service system for tracking and reporting purposes.
• Escalate complex or unresolved cases to the Customer Service Supervisor in a timely manner.
• Identify recurring complaint trends and feed insights back to the team to support process improvement.
• Support the Customer Service Supervisor with ad-hoc reporting and administrative tasks as required.
• Ensure all customer interactions are handled professionally and in line with company service standards.

REQUIREMENTS & QUALIFICATIONS

• Diploma or Bachelor's Degree in any field; equivalent working experience will be considered.
• Minimum 1–2 years of experience in customer service, back-end operations, or case management, preferably in logistics or e-commerce.
• Good command of written and spoken English and Bahasa Malaysia.
• Comfortable using customer service/ticketing systems and basic Excel reporting.
• Strong written communication and documentation skills.

KEY COMPETENCIES

• Customer-centric and detail-oriented case handling.
• Good coordination and follow-through across cross-functional teams.
• Patience and professionalism when handling complaints or difficult customers.
• Strong organizational skills and ability to manage case volume within SLA.
• Team player with a proactive, solution-oriented attitude.