Customer Service Executive

Department : Operations

Experience : 2-3 years

Company Name : ISS GF MALAYSIA SDN.BHD.

Company Introduction : ISS Global Forwarding is a leading provider of logistics services, trusted by international organizations across industries for its expertise and sharp focus on customer service. ISS-GF’s presence in over 60 countries means an unmatched mix of global perspective and regional know-how that adds that decisive logistical edge to your business. For more information, please click here.

Role Overview :

The Customer Service Executive is responsible for providing exceptional customer service and support to clients. This role involves handling customer inquiries, resolving issues, processing orders, and maintaining strong relationships with customers.

Key Responsibilities :

• Respond to customer inquiries promptly via various channels such as phone, email, or live chat.
• Provide accurate and relevant information about products, services, pricing, and shipment tracking.
• Assist customers in resolving issues or concerns in a timely and satisfactory manner.
• Process customer orders accurately and efficiently, ensuring compliance with established procedures.
• Coordinate with relevant departments, such as operations and logistics, to ensure timely order fulfillment.
• Track and monitor the progress of orders, providing updates to customers as required.
• Maintain accurate and up-to-date customer records, including contact details, communication history, and order information.
• Prepare and process necessary documentation, such as invoices, purchase orders, and shipping documents.
• Ensure compliance with regulatory requirements and company policies.
• Investigate and address customer complaints, concerns, or service-related issues.
• Collaborate with internal teams to resolve complex or escalated customer problems effectively.
• Follow up with customers to ensure satisfactory resolution and customer satisfaction.
• Identify opportunities to upsell or cross-sell products and services to existing customers.
• Monitor customer satisfaction levels and proactively take actions to improve service quality.
• Collect and analyze customer feedback, identifying trends and areas for improvement.
• Provide recommendations to management for enhancing the customer experience.
• Identify opportunities for process improvement and efficiency enhancements in customer service operations.

Requirements :

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