Customer Service
Job Summary
Join Network Courier as a Customer Service (Courier Operations Support) to deliver excellent customer support, coordinate with operations, and ensure timely resolution of delivery enquiries and issues. This role focuses on maintaining high standards of service and operational efficiency for our courier network. You will be the primary point of contact for resolving delivery concerns and providing accurate shipment information to customers.
Responsibilities
- Handle customer enquiries across multiple channels
- Coordinate with drivers and operations team
- Resolve delivery issues and customer complaints
- Manage shipment tracking and Proof of Delivery
- Perform administrative and data entry tasks
Required Skills
- Minimum GCE 'N'/'O' Level or Diploma
- Proficiency in Microsoft Office Suite
- Excellent communication skills
- Problem-solving capabilities
- Customer service mindset
Job Details
### Job Responsibilities
- Respond promptly to customer enquiries via telephone, email, WhatsApp, and other channels to provide clear and accurate delivery information.
- Coordinate with Operations team, drivers, and riders to ensure timely deliveries and collections.
- Follow up on delayed or failed deliveries and resolve customer complaints efficiently.
- Handle Google sales enquiries and prepare accurate quotations for customers.
- Update customer records and shipment details accurately in the company system.
- Escalate urgent operational issues to the Customer Service Manager for swift resolution.
- Monitor daily delivery progress and communicate status updates to customers proactively.
- Assist customers with Proof of Delivery (POD) requests and shipment tracing.
- Maintain detailed and accurate records of customer interactions and service requests.
- Perform general administrative tasks including filing, data entry, and report preparation to support operations.
### Required Competencies and Certifications
- Minimum GCE 'N' Level, GCE 'O' Level, NITEC, Higher NITEC, Diploma, or equivalent qualification.
- Basic computer literacy including Microsoft Word, Excel, Outlook, and email.
### Preferred Competencies and Qualifications
- Previous customer service or administrative experience.
- Good communication and interpersonal skills applied in customer interactions.
- Positive attitude with a strong customer service mindset in a fast-paced environment.
- Friendly and professional personality to enhance customer experience.
- Strong organisational and time management skills to manage multiple tasks effectively.
- Good problem-solving abilities to address customer concerns calmly and professionally.
- Willingness to learn and take on new responsibilities.
### Working Hours
- 5.5-day work week (or as per company operational requirements).
- Overtime may be required during peak operational periods.
### Salary & Benefits
- Salary commensurate with qualifications and experience.
- Performance incentives (where applicable).
- Annual Leave.
- Medical Leave.
- Training and career development opportunities.