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Operations Controller – Customer Support

2 weeks ago

Penang Island Penang, Malaysia Toll Global Forwarding (Malaysia) Sdn Bhd Full time 40,000 - 60,000 per year
Job Description – Operations Controller (Customer Support)

Overview

We are seeking an Operations Controller – Customer Support to join our high-performing team. In this role, you will be responsible for ensuring smooth and efficient customer transactions, supporting account management activities, and delivering excellent service across multiple channels. This position requires strong problem-solving skills, attention to detail, and the ability to work in a dynamic, fast-paced environment.


Key Responsibilities

  • Customer Relationship Management:

  • Develop and maintain effective, professional relationships with customers.

  • Act as a trusted point of contact for inquiries, issues, and feedback.

  • Account & Transaction Support:

  • Support account management and transaction processing to meet service standards.

  • Liaise with internal and external stakeholders to ensure contractual obligations are achieved.

  • Service Delivery & Issue Resolution:

  • Provide product and technical support related to customer transactions.

  • Respond promptly to customer queries, troubleshoot issues, and follow through to resolution.
  • Maintain accurate and up-to-date records of interactions, transactions, and feedback.

  • Process & Compliance:

  • Follow established procedures and guidelines to ensure consistency and compliance.

  • Adapt quickly to changes in processes, systems, and customer expectations.

  • Reporting & Continuous Improvement:

  • Analyze data to identify trends, recurring issues, and areas for improvement.

  • Assist in preparing presentations and summaries for internal reviews and management reporting.
  • Share best practices and contribute to a collaborative, high-performing team culture.

  • Flexibility & Collaboration:

  • Handle a variety of tasks and customer scenarios with professionalism and accuracy.

  • Support different service channels (phone, email, chat) as required.
  • Take initiative to learn new tools, procedures, and service updates.

Requirements
  • 1–3 years of experience in an operational or customer support role.
  • Detailed knowledge of business processes and transaction workflows.
  • Strong customer-centric mindset with excellent problem-solving skills.
  • Analytical thinking and ability to interpret and report data effectively.
  • High attention to detail, strong time management, and prioritization skills.
  • Ability to work collaboratively with cross-functional teams.
  • Ability and willingness to work on 4-week rotational shifts within Morning, Afternoon & Night Shifts. Morning Shift (7.00 AM to 4.00 PM), Afternoon Shift (3.00 PM AM) Night Shift (11:00 PM – 8:00 AM)
  • Able to work on weekends permanently
  • Technical or vocational training related to operations or customer service is preferred.