Customer Service Representative

The main purpose of the job is to provide Customer Service Excellence to GAC customers consistently day in day out.

The job exists to grow profitable revenue and meet specific company objectives by focusing on Customer Service Excellence, customer retention, development, and acquisition of new business.

The job contributes towards achieving the target revenue of the Division by creating a profitable customer relationship with existing clients, growing their business, and bringing in new customers.

Job Description

1.Maintain existing client base

Pre-empt customer queries & concerns.

• Respond to customer’s requests in a timely and accurate manner while demonstrating a high level of customer service empathy & professionalism

• Ensure smooth & timely process flow updates with no delays/ inaccuracies in document submissions, etc.

• Track & trace as required.

2. Operating systems data entry

• Ensure accuracy & timely data entry into GAC operating system as well as 3rd party online systems to avoid future financial implications.

3. Ensure omission of errors & accuracy in billing

• Verify job costs allocations, provisions, billing amounts with prompt escalation in case of any errors noticed.

• Ensure prompt passing of files for raising invoices & e-billing/ dispatching.

4. Reporting requirements

Ensure prompt & accurate daily, weekly, monthly reports as is required. Either internally by department heads/ others or externally by customers.

5. Strategic thinking on workflow

• Provide high standard of service to client’s while continuously looking at where we can improve our internal processes for increased efficiency.

6. Compliance with various authorities

Compliance with port, customs, airport authorities, overseas authorities involved in international trade

1. Minimum Diploma / Degree Holder in Logistics, Supply chain, Shipping or similar field

2. Minimum 3 years relevant working experience in the freight forwarding industry in similar position.

3. High level of industry knowledge

4. Excellent communication skills in English & Bahasa Malaysia (Writing & Speaking)

5. Proficient in Microsoft Office and ability to learn new software quickly

6. Additional values:-

   • Positive attitude with very high level of enthusiasm. Excellent team player.