Customer Service Associate

2 days ago

Glenmarie Selangor, Malaysia KGW Logistics (M) Sdn Bhd Full time 17,280 - 28,800 per year

Tier 2 Customer Service Agent (Day Shift or Night Shift – Malaysia Office)

Company: SpeedX (in partnership with KGW Group)

Location: Malaysia, Shah Alam

Working Hours: 8:30 AM – 5:30 PM (Day Shift) 9:00 PM – 6:00 AM (Night Shift) (Sunday to Saturday, 5-day roster)

Work Type: Working from Office

Joining Date: As soon as possible (urgent position)

About Us

Founded in 2022, SpeedX is a tech-enabled last-mile delivery company providing fast, reliable, and flexible shipping solutions for e-commerce businesses across the United States. As part of our expansion, we are setting up a Customer Service Team in Malaysia in collaboration with KGW Group Bhd.

Role Overview

We are looking for a Tier 2 Customer Service Agent to join our growing team. In this role, you will handle escalated inquiries and provide top-quality support to ensure customer satisfaction. You will be at the frontline of our operations, helping customers resolve critical issues quickly and efficiently.

What You'll Do

  • Respond to escalated customer inquiries via email, chat, and SMS in a timely and professional manner.
  • Provide accurate information on shipping, tracking, and delivery timelines.
  • Resolve complex shipment issues such as delays, lost packages, and address updates.
  • Maintain up-to-date and accurate customer records.
  • Use Zendesk (or similar platforms) to manage and track customer interactions.
  • Collaborate with internal teams to ensure timely issue resolution.
  • Follow up with customers to ensure complete satisfaction.
  • Participate in ongoing training sessions and team meetings to enhance service quality.

What We're Looking For

  • Diploma or higher qualification.
  • Strong English communication skills (both written and spoken).
  • Previous experience in customer service, escalations, or complaint handling.
  • Familiarity with Zendesk or similar customer service tools (preferred but not required).
  • Ability to multitask and thrive in a fast-paced, high-volume environment.
  • Strong problem-solving and logical thinking skills with a customer-first attitude.
  • Basic understanding of logistics or shipping is an advantage but not mandatory.

Why Join Us

  • Opportunity to work with a growing international logistics company.
  • Gain experience supporting U.S.-based operations.
  • Collaborative work environment and continuous learning opportunities.

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