Senior Customer Service Coordinator
Job Summary
We are seeking a Senior Customer Service Coordinator in Klang to handle inquiries, resolve escalated complaints, and mentor junior staff. The ideal candidate will ensure compliance with SLAs, maintain accurate records, and collaborate with internal departments. Proficiency in English, Malay, and Mandarin with prior freight forwarding experience is required.
Responsibilities
- Handle customer inquiries and resolve escalated complaints
- Coach junior customer service representatives and monitor service quality
- Maintain accurate records and collaborate with internal departments
- Prepare reports on feedback, service performance, and identify process improvements
Required Skills
- Minimum SPM and above
- Minimum 2 years of experience in Freight Forwarding
- Excellent communication and interpersonal skills
- Proficient in English, Malay, and Mandarin
Job Details
Handle customer inquiries via phone, email, chat, or other communication channels.
Resolve escalated customer complaints in a professional and timely manner.
Provide guidance and coaching to junior customer service representatives.
Monitor service quality and ensure compliance with company policies and SLAs.
Maintain accurate customer records and documentation.
Collaborate with internal departments to resolve customer issues efficiently.
Identify process improvement opportunities to enhance customer experience.
Prepare reports on customer feedback, service performance, and recurring issues.
Support onboarding and training of new customer service staff.
Requirements:
Minimum SPM and above
Minimum 2 years of experience in Freight Forwarding
Excellent communication and interpersonal skills
Strong customer-focused mindset with keen attention to detail
Ability to work independently with minimal supervision
Proficient in English, Malay, and Mandarin