Customer Care Executive

Company Description City-Link Express, founded in 1979 as Malaysia's first local courier company, specializes in package express delivery and a wide range of logistics services. Over the years, the company has expanded to include air and ocean freight, warehousing, third-party logistics, supply chain management, and corporate mailroom management. City-Link Express employs about three thousand team members and operates more than one hundred branches and stations across Asia. Its extensive network includes branches in every major town and express centers in strategic locations throughout the region, providing broad opportunities for growth and career development.

Role Description The Customer Care Executive role is a full-time, on-site position based in Johore, Malaysia. The role involves handling customer inquiries and complaints via phone, email, and in person, ensuring timely and accurate responses. The Customer Care Executive will track shipments, resolve delivery issues, and provide clear information on services, pricing, and timelines. This role also includes coordinating with operations and sales teams to improve customer experiences, documenting interactions in customer systems, and following up to ensure customer satisfaction. The position requires maintaining professional service standards, adhering to company policies, and supporting continuous improvement in customer care processes.

Qualifications

• Strong customer-facing skills, including Customer Support and Customer Service, with a focus on professional and empathetic interaction.
• Ability to maintain high levels of Customer Satisfaction through problem-solving, follow-up, and proactive communication.
• Effective Communication skills, both verbal and written, with the capacity to convey information clearly and confidently.
• Basic Sales skills to identify customer needs, suggest appropriate services, and support upselling or cross-selling where appropriate.
• Previous experience in customer care, call center, or logistics-related customer service is an advantage.
• Familiarity with shipment tracking systems, CRM tools, or similar customer management platforms is beneficial.
• Ability to work in a fast-paced environment, manage multiple tasks, and maintain accuracy and attention to detail.
• Minimum of a high school diploma; further education in business, communications, or related fields is an added advantage.