Senior Assistant - Seller Support (Puchong)

Company: Agensi Pekerjaan Synergy Staffing (Recruitment Partner for Lazada Express Malaysia)

Interview & Work Location: Lazada KLP Puchong, Jalan PPU 1, Taman Perindustrian Puchong Utama, Puchong, Selangor

Position: Senior Assistant, Seller Support

Number of Vacancies: 2

Role: This position is responsible to assist and overseeing escalations raised by Sellers, DOP Stations, Partner Support and Key Account Manager via communication tools (Ding-Talk, Email, Social Media and WhatsApp). Efficiently and proactively manage day-to-day tasks on timely basis.

Core responsibilities
* Manage lower and higher-level enquiries that has been escalated through Email, Ding-Talk, WhatsApp and Calls.
* Efficiently handle escalations and enquiries from Sellers and Stations within the given SOP time period.
* Manage to secure and resolve all the escalations from Sellers and Stations without failure on timely basis.
* Efficiently and appropriately communicate with Sellers and Stations on any changes planned by FM Pickup Team such as change of timing, segmentations, migrations or any changes in route.
* Well engaged with PSC, Key Account Managers and MP Logs Team to communicate with Sellers on the lunch hours and working hours during MCO / EMCO / Campaigns / Festive holidays / Public Holiday.
* To conduct survey in advance or a month prior with Sellers and Stations for all Campaigns / Festive holidays / Public Holiday.
* Handles complaints and concerns raised by couriers and FM Pickup team and assist in solving the highlighted issue on timely manner.
* To assist and manage to meet seller's expectations on arranging additional trips by liaising with respective pickup team to ensure parcels secured within the day.
* Closely monitor OTC and DOP backlogs on daily manner and push FM pickup team to provide necessary arrangements to clear backlogs to achieve percentage and share reports to First Mile team every morning.
* Monitor AWB issues with Sort Team on daily basis by reaching out sellers and highlighting on their issues. Sending out summary reports to Sort Team and Managements as a review.
Reporting Line:
* Reports directly to Supervisor & Facility Manager
Qualifications:
* Candidate must possess at least a Diploma in logistics / Business Management.
* At least 1-2 years or more working experience in customer service field.
Skills:
* Possess strong analytical skills and the ability to handle difficult situations
* Good communication (more preferable good in English speaking), writing skills and motivational skills.
* Required skill(s): MS Excel, MS Office, MS Power-Point
* Great ability to manage tight projects’ deadlines
* Comfortable being in the role of a sole contributor, but able to work closely and collaborate with a variety of internal and external stakeholders.
* Good interpersonal skills, and able to work independently as well as collaborate with a diverse spectrum of people, both internally and externally.
* Good understanding and command of English, Bahasa Malaysia, and knowledge of legal and professional context will be an added advantage.
* Possess own transport and able to compose and comply with a periodic schedule of travel/visits within the designated area of coverage.

Working Hours:

Monday to Saturday
9am to 6pm

Salary & Allowances

Basic Salary: RM2,300 per month
Phone Allowance: RM100 per month

Requirements

Malaysian citizen.
Minimum SPM or Diploma qualification.
Good communication skills in Bahasa Malaysia and English.
Experience in customer service, seller support, or logistics operations is an advantage.
Able to work in a fast-paced hub environment.
Willing to work extended hours if required.

To Apply: Email to us OR WhatsApp +601135882307 (HR)