Customer Support Specialist (Leading Logistics MNC)
About the Role:
This future employer is one of the world's top shipping & logistics company. In this role, you will be responsible for ensuring customer satisfaction and the seamless execution of the entire shipment lifecycle by fostering strong customer relationships, keep customer updated, address issues, and drive continuous improvements.
Key Responsibilities:
- Ensure a smooth onboarding process for both new and existing customers to build strong customer relations.
- Deliver excellent customer experiences via suitable methods and tools to align expectations and propose effective solutions.
- Serve as the primary contact for a portfolio of direct transport customers, understanding their business needs and fulfilling them in line with company policies, SOPs, and regulations.
- Coordinate closely with internal stakeholders to ensure effective communication and operational alignment.
- Lead conversations to encourage digital adoption and identify opportunities to cross-sell and upsell logistics services.
- Support the sales pipeline by capitalizing on opportunities to maximize product and service profitability.
- Build strong partnerships with offshore GSC teams to enable seamless service delivery.
- Proactively identify and act on opportunities for continuous improvement in both customer-facing and internal processes.
Qualifications to Succeed:
- Minimum 1 year experience in customer support/service or related roles, prior experience in logistics is highly desirable.
- Skilled in Excel.
- Excellent communication skills in English, Malay, and Mandarin to communicate with all customers.
- Proactive, able to work independently, and a team player.
- Problem solver and able to act with sense of urgency.
- Professional and approachable demeanor in facing customers.
You'll Benefit From:
- Being part of a leading global organization with world-class processes & systems, offering diverse career experiences.
- Build strong, long-term relationships with customers
- Comprehensive learning & development plan including communication & soft skills training
- Gain full expertise in shipping, freight forwarding, and cross-functional projects
- Career progression opportunities across roles within the company
