About this role
The Team Lead, Customer Service is responsible for leading the day-to-day operations and performance of a Customer Service team within Hapag-Lloyd’s GCC Kuala Lumpur. The role ensures service quality, productivity, SLA achievement, and customer experience, while managing escalations, coaching team members, and driving continuous improvement.
- Degree or equivalent qualification in Shipping, Logistics, Supply Chain Management, or a related field
- Strong knowledge of the shipping and logistics industry.
- 3–7 years of experience in Customer Service or Operations, with Team Lead/Supervisory experience.
- Proven ability to achieve and consistently exceed KPI, service level, quality and productivity targets.
- Experience managing teams in a 24/7 operational environment.
- Strong analytical skills with the ability to identify process trends, issues and improvement opportunities.
- Proficient in MS Excel, Qlik and Power BI; knowledge of R or Python is an added advantage.
- Strong attention to detail and ability to maintain high accuracy and error-free processing.
- Strong communication, interpersonal and stakeholder management skills.
- Strong organizational, time-management and problem-solving skills.
- Willing to work on mandatory rotational shifts, including night shifts.