Operations Controller – Customer Support (weekend Shift)

Operations Controller (Customer Support)

At 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.

We are seeking an Operations Controller – Customer Support to join our high-performing team. In this role, you will be responsible for ensuring smooth and efficient customer transactions, supporting account management activities, and delivering excellent service across multiple channels. This position requires strong problem-solving skills, attention to detail, and the ability to work in a dynamic, fast-paced environment.

Key Responsibilities

• Customer Relationship Management:
• Develop and maintain effective, professional relationships with customers.
• Act as a trusted point of contact for inquiries, issues, and feedback.
• Account & Transaction Support:
• Support account management and transaction processing to meet service standards.
• Liaise with internal and external stakeholders to ensure contractual obligations are achieved.
• Service Delivery & Issue Resolution:
• Provide product and technical support related to customer transactions.
• Respond promptly to customer queries, troubleshoot issues, and follow through to resolution.
• Maintain accurate and up-to-date records of interactions, transactions, and feedback.
• Process & Compliance:
• Follow established procedures and guidelines to ensure consistency and compliance.
• Adapt quickly to changes in processes, systems, and customer expectations.
• Reporting & Continuous Improvement:
• Analyze data to identify trends, recurring issues, and areas for improvement.
• Assist in preparing presentations and summaries for internal reviews and management reporting.
• Share best practices and contribute to a collaborative, high-performing team culture.
• Flexibility & Collaboration:
• Handle a variety of tasks and customer scenarios with professionalism and accuracy.
• Support different service channels (phone, email, chat) as required.
• Take initiative to learn new tools, procedures, and service updates.

Requirements

• 1–3 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).
• Able to work on weekends permanently.
• Technical or vocational training related to operations or customer service is preferred.

What 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.com.

You must be entitled to work in Malaysia and be prepared to undertake pre-employment checks including a criminal history check and medical.