CUSTOMER SERVICE BACK-END (EXECUTIVE)
About this role
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.