Customer Service Agent

SpeedX is a tech-enabled last-mile delivery company founded in 2022, offering fast, reliable, and flexible shipping solutions for e-commerce businesses across the U.S. and Canada. In line with our expansion, we are building a customer service team in Malaysia together with KGW Group.

Job Description:

We are seeking a dedicated and enthusiastic Tier 1 Customer Service Agent to join our team at SpeedX Malaysia office. This role is critical for delivering exceptional service to our customers in the logistics industry. As a Tier 1 Agent, you will be the first point of contact for our clients, helping them with inquiries, resolving issues, and providing information about our services in the USA and Canada.

Your working hours are from 4pm to 12am, Monday to Friday.

Responsibilities:

1. Respond to customer inquiries via email, chat, and SMS in a timely and professional manner.
2. Provide accurate information regarding shipping options, tracking, and delivery times.
3. Assist customers in resolving issues related to shipments, including address updates, delays, and lost packages.
4. Update customer information and maintain accurate records in our system.
5. Use Zendesk to manage customer interactions and track resolution progress.
6. Collaborate with other team members and departments to ensure customer satisfaction.
7. Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service provided.
8. Participate in training sessions and team meetings to improve skills and service quality.

Qualifications:

1. High school diploma or equivalent.
2. Proficient in English, both written and verbal; additional languages are a plus.
3. Experience with Zendesk or similar customer service platforms preferred.
4. Strong communication and interpersonal skills.
5. Ability to work in a fast-paced environment and handle high volumes of inquiries.
6. Problem-solving skills and a customer-oriented mindset.
7. Basic knowledge of logistics and shipping processes is a plus but not required.