Customer Service Logistics

Customer Service/Investigation/Compliance (Permanent)

Location: KL Sentral, Kuala Lumpur

Industry: Logistics

Working Hours: 9:00 AM – 6:00 PM, 5 days per week (with possibility of night shift)

Working Schedule: Weekends may be required depending on the roster

Shift: Potential night shift may be introduced in the future

Job Responsibilities

• Handle and follow up on customer complaints and escalated cases from initial investigation through to resolution.
• Coordinate with Legal, Operations, Business, Technology, and other internal teams to investigate and resolve customer issues.
• Communicate with customers professionally and provide appropriate updates throughout the complaint resolution process.
• Conduct root cause analysis to understand why complaints or service issues occurred.
• Take ownership of complaints and ensure cases are properly followed up and closed.
• Monitor ongoing cases and proactively follow up with customers to prevent further escalation.
• Compile and analyze customer complaint data to identify recurring issues, trends, and common problem areas.
• Prepare reports and summaries on complaint cases and provide insights to support business and operational improvements.
• Identify opportunities to improve complaint-handling processes, products, and service procedures.
• Work closely with relevant teams to reduce recurring complaints and improve overall customer experience.
• Maintain accurate records and documentation of complaint cases and resolutions.
• Perform other duties and projects as assigned by the team.

Requirements

• SPM or Diploma or Bachelor's degree, with strong English/Mandarin reading and writing skills.
• Previous customer complaint handling experience is preferred, particularly in customer service, logistics, escalation management, or case management.
• Strong logical thinking, risk identification, investigation, and problem-solving skills, with basic knowledge of legal principles and compliance requirements.
• Excellent communication and teamwork skills, with a strong service mindset and a high sense of responsibility.
• Strong project execution and follow-up skills, with the ability to manage multiple cases and work effectively under pressure.
• Basic data analysis skills, with the ability to identify trends and derive business insights from customer complaints.
• Able to communicate accurately and professionally when handling sensitive or escalated customer issues.