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Customer Delivery Coordinator (Contract)

Customer Delivery Coordinator (Contract)

PRISM+Kuala Lumpur, Kuala Lumpur, Malaysia
20 jam yang lalu
Penerangan pekerjaan

Customer Delivery Coordinator (Contract)

PRISM+ Bukit Jalil, Federal Territory of Kuala Lumpur, Malaysia

We are looking for a Customer Delivery Coordinator based in Malaysia, who will be the heart and soul of PRISM+ for our customers. As a high-growth electronics company, we seek a candidate with experience in building and nurturing an exceptional Customer Delivery Experience team that consistently provides WOW experience for our customers, solidifying PRISM+ as the best customer-oriented company.

This passionate and experienced individual will help drive customer satisfaction by exceeding expectations and fostering a positive culture and mindset within the team. The Customer Delivery Coordinator will report directly to the Customer Service Manager.

Responsibilities

  • Coordinate delivery / installation / servicing schedules according to customer preferences, available slots, and logistical constraints.
  • Coordinate with delivery / installation / servicing team to ensure strong adherence to scheduled slots and proactively reschedule appointments if necessary.
  • Keep internal systems and databases updated with accurate order and scheduling information.
  • Analyze trends in customer orders and delivery / installation / servicing schedules to enhance future operational strategies.
  • Professionally address customer questions and concerns related to order scheduling, tracking, and delivery through email, phone, chat and other platforms in a timely and courteous manner.
  • Assist customers in tracking their status and provide updates on anticipated delivery / installation / servicing timelines.
  • Maintain a polite, helpful, and professional attitude at all times.
  • Identify common issues, gather customer feedback, and elevate concerns along with potential suggestions for improvements.
  • Provide immediate attention to managing customer escalations or complaints with high priority, efficiency, and professionalism, ensuring satisfactory resolutions.
  • Define the customer service strategy and implement the best operating model to achieve business objectives.
  • Create effective Customer Service & Order Scheduling procedures, policies, and guidelines.
  • Ensure excellent internal communication with the Customer Service and delivery / installation / servicing team to cultivate a customer-centric culture.
  • Drive the development of customer satisfaction goals and coordinate with the Customer Service and delivery / installation / servicing team to achieve ambitious outcomes set by management.
  • Assess service statistics and provide data analysis regularly.

Requirements

  • Diploma or Degree holder or equivalent.
  • A minimum of 3-5 years of relevant work experience in Customer Service / logistics, preferably in E-Commerce is an advantage.
  • Exceptional interpersonal and problem solving skills.
  • Excellent phone etiquette and strong verbal and written communication skills.
  • Strong problem-solving capabilities with a customer-focused approach.
  • Ability to multitask, stay organized, and perform effectively under pressure.
  • Experience with Zendesk or other customer service management systems is an advantage.
  • Basic knowledge of e-commerce platforms and logistics processes.
  • Familiarity with order delivery management systems and scheduling tools.
  • Proficiency in Microsoft Office Suite (Excel, Word, Outlook) or equivalent software applications.
  • Work schedules consist of 5.5 days work and 1.5 days off; candidates must be willing to work on weekends, public holidays, or outside regular working hours (Shift) as needed by the business.
  • This is a fully in-office role; candidates must be comfortable commuting to the office located in Bukit Jalil, Kuala Lumpur.
  • #J-18808-Ljbffr

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