Executive, Customer Care (Contract)

ABOUT US

As Southeast Asia’s #1 integrated logistics provider, Teleport is all about making logistics fast, affordable and reliable. 

Our mission? To move things across Southeast Asia better than anyone else. We’re focused on making next-day delivery a reality for all.

#TeamTeleport is guided by our values: Move with urgency — because time is crucial; Aim to pioneer — constantly innovating to stay ahead; Do it with intent — delivering with purpose and precision; and Keep it real — maintaining authenticity and transparency in all we do.

Learn more about Teleport here: https://www.teleport.it/

A DAY IN LIFE

As a start up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours should involve you having to:

• Handle Service Request (SR) tickets daily for both Malaysia and Thailand customers.
• Contact customers who have given a CSAT survey rating of 3 stars or below.
• Route escalations to the appropriate channels.
• Engage in training and development initiatives to improve technical and soft skills.
• Disseminated aircraft communications during AOGs, cancellations, or aircraft swaps based on updates from the Network Planning Team, including during working hours, weekends, and public holidays.
• Conduct SmartKargo and Teleport Core Trainings for new and existing freight forwarders for both Malaysia and Thailand.
• Disseminated Teleport Announcements to various stakeholders.
• Revamp the existing Knowledgebase on Yellow.ai that is currently deployed. 
• Create and maintain FAQ articles on Yellow.ai. 
• Translate New and existing FAQ articles from English to Thai.

Requirements

• Will be required to be on standby based on operational updates. 
• 5 days a week, including weekends.
• Working Hours: 9 am-6 pm.
• Customer Service experience.
• Logistics Background (Air and Road).
• Cargo and E-commerce with start-up experience will be an added advantage.
• Experience with email, Chat, social media, service recovery, onboarding training, and Calls.

At Teleport, we’re all about creating a diverse and inclusive team where everyone feels valued. We believe that different perspectives make us stronger and help us do logistics better across Southeast Asia. We welcome people from all walks of life and celebrate what makes each of us unique. If you’re passionate about making a difference, we’d love to hear from you!