CUSTOMER SERVICE BACK-END (EXECUTIVE)
Join our Customer Service Back-End Executive team: investigate and resolve issues, coordinate with cross‑functional partners, and deliver timely updates in a supportive, growth‑minded env...
JOB PURPOSE: The Customer Service Back-End Executive handles back-end customer service operations, including case investigation, complaint resolution, and coordination with internal teams, to ensure customer issues are resolved accurately and within SLA.
KEY RESPONSIBILITIES
Handle back-end customer service cases including complaints, shipment enquiries, and follow-ups received via phone, email, chat, and WhatsApp.
Investigate shipment issues by coordinating with Network, Ground Operations, and Customer Operations Post Sales teams.
Provide customers with timely and accurate updates on the status and resolution of their cases.
Maintain accurate and complete case records in the customer service system for tracking and reporting purposes.
Escalate complex or unresolved cases to the Customer Service Supervisor in a timely manner.
Identify recurring complaint trends and feed insights back to the team to support process improvement.
Support the Customer Service Supervisor with ad-hoc reporting and administrative tasks as required.
Ensure all customer interactions are handled professionally and in line with company service standards.
REQUIREMENTS & QUALIFICATIONS
Diploma or Bachelor's Degree in any field; equivalent working experience will be considered.
Minimum 1–2 years of experience in customer service, back-end operations, or case management, preferably in logistics or e-commerce.
Good command of written and spoken English and Bahasa Malaysia.
Comfortable using customer service/ticketing systems and basic Excel reporting.
Strong written communication and documentation skills.
KEY COMPETENCIES
Customer-centric and detail-oriented case handling.
Good coordination and follow-through across cross-functional teams.
Patience and professionalism when handling complaints or difficult customers.
Strong organizational skills and ability to manage case volume within SLA.
Team player with a proactive, solution-oriented attitude.
- Locations
- Selangor
- Employment type
- Full-time
- Employment level
- Executive/Senior Level
- Job location
- Bandar Sunway
Workplace & Culture at Sperton
At Sperton, we believe that great results come from great people.
Our culture is built on trust, collaboration, and a shared passion for delivering quality in everything we do.
We are a Norwegian-owned international company with colleagues across Europe, Asia, and the USA, working together seamlessly across time zones and cultures. Our teams are diverse, yet united by the same goal — to connect people and companies in meaningful ways.
We value openness, initiative, and continuous learning. Everyone at Sperton is encouraged to take ownership, share ideas, and challenge existing ways of working to make our solutions even better.
Even though we operate globally, our approach is personal. We take pride in creating a supportive and inclusive environment where people feel heard, respected, and motivated to grow — both professionally and personally.
