Complaints Team - Senior Customer Service Representative (Cantonese Speaker)

About the Position

Location: Megan Avenue 2 (Nearby MRT Ampang Park/ LRT KLCC)

Working Arrangement: 5 days in office (Duty Roster between 7am to 12am, with 8 working hours per day)

We are looking for a Cantonese-speaking Senior Customer Service Representative to support the Hong Kong market, delivering exceptional customer and driver support across phone, chat, and online channels. Based in Malaysia, this role involves handling inquiries, resolving complex issues, and ensuring a smooth service experience while working in a rotational shift environment. You will play a key role in service recovery, driver engagement, and continuous improvement by identifying trends and enhancing the overall customer journey.

Responsibilities

• Customer Relationship Recovery
• Driver-Partner Advocacy & Engagement
• Manual Process & Data Management
• CX Analytics & Touchpoint Mapping

Key Tasks

• Direct Conflict Resolution: Act as the primary point of contact for HK customers experiencing service failures. You must use high-level Cantonese to de-escalate "heated" situations.
• Personalized Service: Since we lack a CRM, you will be responsible for manually maintaining a log of your "VIP" or recurring complainants to ensure they feel recognized and valued when they call back.
• Educating the User: Move beyond just solving the problem; explain the GoGoX process to customers to help them use the app more effectively in the future.
• Fair Mediation: Investigate complaints against drivers by listening to their side of the story. You must ensure drivers feel the company is fair and supportive, rather than just "punishing" them based on a customer's report.
• Retaining Driver Loyalty: In the logistics gig economy, drivers have choices. You will use your communication skills to keep drivers motivated and active on our platform, even after a dispute or an accidental low rating.
• Bridge to HK Ops: Communicate driver feedback regarding HK road conditions or app issues to the KL management team to improve driver working conditions.
• Dispute Tracking: Meticulously maintain manual logs (Excel/Google Sheets) of all complaints, resolutions, and compensation issued to ensure no case falls through the cracks.
• Follow-up Consistency: Proactively call back customers and drivers 24–48 hours after a major incident to ensure the resolution was successful, demonstrating a level of care that goes beyond a standard call center.
• Trend Identification: Manually categorize and analyze recurring "pain points" from HK customer and driver feedback (e.g., specific areas in HK where GPS lags, or common app bugs during checkout).
• Proactive Reporting: Regularly compile and present "Voice of the Customer" (VoC) findings to the Team Leader. You are expected to not just report the what, but suggest the how for improvement.
• Process Optimization: Identify friction in the customer journey-from the moment they open the GoGoX app to the moment the parcel is delivered-and propose solutions to minimize the need for future complaints.

Requirements

• Proficient in spoken and written Cantonese and English.
• Linguistic & Cultural Expert: You must speak "HK Cantonese" fluently. You should understand HK slang, tone, and the fast-paced expectations of a Hong Konger.
• Exceptional Empathy: The ability to "read between the lines" to understand the frustrations of a driver who has been stuck in traffic or a customer who has a missing urgent parcel.
• High Level of Self-Organization: Experience working without a CRM is a plus. You must be comfortable using Excel/Google Sheets to track complex, multi-day resolutions.
• Negotiation Skills: Ability to find "Win-Win" solutions that satisfy the customer without unfairly penalizing the driver's earnings.
• Resilience: Ability to handle high-pressure interactions and remain a brand ambassador for GoGoX at all times.

We Offer

• Competitive salary package with attractive attendance bonus & other incentive bonus.
• Fixed allowances including meal and transport.
• On-job training.
• A company promotes learning, continuous improvement, and personal growth.
• Rotational shifts: Morning, Noon, and Night (ending by 12am) - no overnight shifts

About the Company

GoGoX is a leading company in the logistics and transportation sector, dedicated to providing seamless and efficient services to our customers and drivers. We value continuous improvement, learning, and personal growth, and we are committed to creating a supportive and engaging work environment.