Customer Follow-Up & Service Recovery: Follow up on pending customer cases until resolution. Coordinate approved refunds, replacements, vouchers or other service recovery and escalate serious or unresolved matters to the relevant PIC.
Reviews & Online Feedback: Monitor and respond to customer reviews and feedback across Google Business Profiles, Grab and other assigned platforms according to company guidelines. Highlight issues requiring operational attention to the relevant team.
Customer Records & Reporting: Maintain proper records of complaints, feedback, resolutions and service recovery. Track pending cases and provide basic customer service updates or reports when required.
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Manage end-to-end customer order processing and fulfillment, including order receipt, validation, processing, shipment scheduling, delivery coordination, and monitoring outstanding purchase orders to ensure timely and accurate order execution.
Coordinate order fulfillment activities with customers, warehouse operations, transportation providers, sales teams, and cross-functional stakeholders to ensure seamless service delivery and customer satisfaction.
Plan and monitor customer deliveries by coordinating shipment schedules, special delivery requirements, and on-site arrangements to achieve on-time delivery performance.
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Reporting & Operational Support: Prepare relevant shipping reports and documentation to support operational efficiency and continuous service improvements.
Education: Diploma/Degree in Supply Chain, Logistics, Business, or related fields.
Experience: 1–3 years in shipping logistics, freight forwarding, or import/export customer service (Senior title available for experienced candidates).
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