Officer, Customer Service Unit (Tracing & Recovery)

Malaysia Airlines


Date: 2 weeks ago
City: Remote
Contract type: Full time
Remote
Position Title Officer, Customer Service Unit (Tracing & Recovery) Reporting To Senior Executive, Customer Service Unit Position Summary Officer Tracing & Recovery are responsible for locating, tracking and recovering unlocated, misrouted, missing and found cargo reported by station, Import, Export and Customer Airlines within the established Service Level Agreements (SLA) that has been outlined in the Key Performance Indicators (KPI). The primary objective of this role is to ensure that all reported cargo irregularities are promptly investigated, managed, and resolved in accordance with company procedures, operational standards, and customer service expectations. The Officer works closely with internal departments, stations, and customer airlines to facilitate timely cargo recovery, minimize service disruptions, and maintain operational efficiency and customer satisfaction Key Accountabilities

(Key deliverables in driving Group strategic focus, ie Profitability, Customer Experience, Deliver MH and People)

  • Monitor, investigate, and resolve all reported cargo irregularities, including unlocated, misrouted, missing, delayed, and found shipments.
  • Track cargo movement using cargo management and warehouse systems to determine shipment status and location.
  • Coordinate with station and warehouse operations, Import and Export teams, customer airlines, and other stakeholders to facilitate cargo tracing and recovery activities.
  • Arrange the recovery, rerouting, and onward delivery of recovered cargo to its intended destination.
  • Maintain regular communication with internal stakeholders and customers by providing timely updates on cargo tracing and recovery progress.
  • Ensure all cargo tracing and recovery cases are managed effectively and resolved within the established service standards.
  • Verify shipment documentation and cargo information to ensure accurate identification and processing.
  • Conduct investigations to determine the root cause of cargo irregularities and recommend corrective actions where appropriate.
  • Escalate unresolved or critical cargo irregularities to the appropriate management level for further action.
  • Ensure compliance with company policies, security requirements, customs regulations, and applicable aviation industry standards throughout the tracing and recovery process.
  • Support cargo claims investigations by providing relevant documentation, shipment records, and cargo tracing information as required.

Qualifications and Years of Experience Minimum of SPM,SPMV, DVM, or Diploma or Bachelor's Degree in Logistics, Supply Chain Management, Aviation Management, Transportation, Business Administration, or a related discipline. Fresh graduates are encouraged to apply. Relevant working experience in cargo, logistics, warehouse, or airline operations will be an added advantage. Areas of Experience

  • Air cargo operations
  • Logistics and supply chain
  • Warehouse operations
  • Freight forwarding
  • Import and export operations
  • Cargo tracing and shipment tracking
  • Customer service and stakeholder coordination
  • Aviation or airline operations Skill & Knowledge
  • Willing to work on a rotational shift basis and able to perform effectively under pressure in a fast-paced environment.
  • Strong sense of responsibility and accountability
  • Analytical and problem-solving mindset

Customer-focused and service-oriented

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Field Marketer

DKSH, Remote
1 day ago
About The RoleJob SummaryEnsure company products are properly stocked & displayed at retailer store front.General Responsibilities Responsible to ensure product availability, product visibility and optimized promotional impact in the assigned retail outlets within an assigned area. Support sales representative in managing day-to-day merchandising activities against pre-set objectives Prioritize and review daily merchandising activities performed Execute merchandising activities for assigned businesses/territories,...

Buyer (B3)

Applied Materials South East Asia, Remote
1 day ago
Who We AreApplied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips – the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables...

Laundry Attendant, Park Hyatt Kuala Lumpur

Park Hyatt, Remote
1 day ago
Organization- Park Hyatt Kuala LumpurSummaryYou will be responsible for providing an excellent and consistent service to both guests and internal colleagues. The Laundry Attendant is responsible to ensure the smooth operation of the laundry department, which includes the area of laundry, dry cleaning and the uniform room.Qualifications Due to work permit restrictions, this position is only open to Malaysian Citizens...