Executive, Cross Border (Key Account) - Mandarin Speaker

Responsibilities

• Operate as the lead point of contact for all matters specific to your assigned clients via email and calls.
• Identify major trends or issues and assume responsibility for resolution or escalation with existing accounts.
• Work with internal stakeholders to recognize and resolve daily operational issues.
• Provide routing information and issue shipping instructions to ensure deliveries arrive on time and to their correct location.
• Responsible for tracking of goods en-route to their destination ensuring any problems that may arise are resolved so as to avoid delays.
• Develop, implement and maintain appropriate analytical tools to establish goals and measure performance of the Company for reports distribution to internal and external stakeholders.
• Analyse and report client status including sales trend, service level performance, service issues.
• Own and manage rapport with existing Singapore clients from build customer trust towards cross border service.
• Coordinate with internal stakeholders to understand customer needs, maximize retention and growth, and communicate learnings.
• Assist with Singapore client inquiries related to the parcel and others.
• Handle customer complaints and refunds

Requirements

• Able to Speak, read and write in Mandarin - to liaise with mandarin speaking client.
• Fluent in English and Bahasa Malaysia
• Candidate must possess at least a bachelor's degree in any field.
• Experience in account management is an advantage.
• Experience in delivering client-focused solutions based on customers’ needs.
• Preferably Junior Executive with prior experience in Customer Service, Account Management or Logistics/Supply Chain frontline role.
• Able to work in a fast-paced environment, manage multiple clients at a time with tact and professionalism.
• High conscientiousness, client-centricity, and good communication skills
• Possess own transport / willing to travel.