Control Tower Customer Service Officer

5 days ago

Bayan Lepas, Malaysia Pride Professional Sdn Bhd Full time

**PridePRO is a Regional Executive Recruitment Company headquartered in Malaysia, specializing in talent acquisition across Southeast Asia, including Thailand, Indonesia, and Singapore.**

Our client is a **leading provider of air cargo and logistics solutions**, is seeking an Air Customer Service Executive to manage customer interactions, ensure seamless service delivery, and support end-to-end air freight operations.

**Why Join Our Client?**
- Join a high-impact global logistics provider
- Work with major international clients in fast-paced industries
- Thrive in a fast-paced, collaborative control tower environment
- Enjoy growth opportunities and career development in global logistics
- Competitive pay + allowances for night shift and public holidays

**Job Overview**:
As an **Control Tower Customer Service Officer**, you will serve as the key link between customers, air carriers, and internal teams—coordinating and monitoring all aspects of airfreight movements, primarily during night hours. You will ensure that customer expectations are met with precision, from booking to final delivery, while also managing shipping documentation, preparing KPI reports, and maintaining close communication with priority clients.

**Key Responsibilities (nightshift required)**:

- Serve as the **first point of contact** for customer inquiries, updates, and urgent requests
- Coordinate and monitor **time-critical shipments**, including air freight and courier services
- Ensure **accurate order processing**, tracking, and issue resolution across the delivery network
- Liaise with internal teams and external logistics providers to execute seamless deliveries
- Respond swiftly to service disruptions and assist with implementing corrective actions
- Support KPI reporting and customer performance scorecards
- Build **strong client relationships** by proactively understanding and addressing their needs
- Deliver service excellence in a **night shift, high-urgency logistics environment**

**What We’re Looking For**:

- 2-3 years of experience in **airfreight customer service or operations**:

- Strong knowledge of **air cargo procedures, documentation**, and routing
- Excellent communication skills in **English and Bahasa Malaysia** (Mandarin is an advantage)
- Willingness to work permanent night shifts (with scheduled rest days)
- Proficient in Microsoft Office and logistics systems
- High attention to detail, problem-solving mindset, and customer-centric attitude

Pay: RM3,000.00 - RM4,500.00 per month

**Benefits**:

- Additional leave
- Health insurance
- Opportunities for promotion
- Professional development

Supplemental Pay:

- Performance bonus

Application Question(s):

- Do you have prior experience in a customer service role within the logistics, freight forwarding, courier, or transportation industry.

**Experience**:

- Air Export: 1 year (required)

**Language**:

- English (required)

Work Location: In person

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