Control Tower Customer Support

About Toll GroupAt Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.comJob DescriptionAs a Control Tower Customer Support, you'll be at the heart of our operations, ensuring the safety of our drivers and the smooth flow of information. You'll play a critical role in developing and maintaining effective customer relationships, while also performing essential administrative and reporting tasks.Key responsibilities include:Making outbound calls to drivers to ensure their safety and provide necessary support.Logging and managing support tickets efficiently.Assisting with critical reporting and performing accurate data entry.Developing and maintaining effective and professional customer relationships.Supporting account management and transaction processing.Providing product and technical support for customer transactions, feedback, and requests.Liaising with internal and external stakeholders to ensure contractual obligations and service standards are met.Responding to customer queries and resolving issues as defined by agreements and policies.Requirements1–3 years of experience in an operational or customer support role.Detailed knowledge of business processes and transaction workflows.Strong customer-centric mindset with excellent problem-solving skills.Analytical thinking and ability to interpret and report data effectively.High attention to detail, strong time management, and prioritization skills.Ability to work collaboratively with cross-functional teams.Ability and willingness to work on 4-week rotational shifts within Morning, Afternoon & Night Shifts. Morning Shift (7.00 AM to 4.00 PM), Afternoon Shift (3.00 PM - 12.00 AM) Night Shift (11:00 PM – 8:00 AM) and rotational on weekends may be required in the future based on business needs.This role requires flexibility to work during public holidays.Technical or vocational training related to operations or customer service is preferredWhat moves you?At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.To find out more about us visit www.careers.tollgroup.comYou must be entitled to work in Malaysia and be prepared to undertake pre-employment checks including a criminal history check and medical.