Coordinator Customer Service (Vietnamese speaking)

Hapag-Lloyd AG; Kuala Lumpur; Hybrid; MYR 42,000 - 68,000; Full time

Benefits offered by this job

Competitive salary

13th month salary

Healthcare coverage

Learning & development

Hybrid work arrangement

Diversity & inclusion

Job summary

Hapag-Lloyd, based in Kuala Lumpur, is seeking a Coordinator Customer Service to support Vietnamese-speaking customers. You will handle calls, manage case communications, and act as the entry point for queries, ensuring accurate data in the FIS system and coordinating with dispatch teams.

The role welcomes fresh graduates with a university degree or diploma, requires strong Vietnamese and English communication, and prefers Maritime industry experience.

Qualifications

• Fresh graduates welcome; 2+ years in Customer Service preferred.
• University degree or Diploma in a relevant field.
• Must have good communication in Vietnamese and English, both written and spoken.
• Experience in the Maritime industry preferred.
• Proficient in MS Office and basic digital tools.

Responsibilities

• Handle customer phone calls.
• Handle case correspondence with customers.
• Act as entry point for Customer Service queries.
• Process customer requests and update FIS with details.
• Announce carriage to the transport dispatch team upon request.
• Trigger full container releases in FIS on request.
• Handle special equipment requests on customer demand.
• Verify transport exceptions and bill additional costs to customers.
• Handle re-export/return shipments.
• Discuss actions with managers to improve import efficiency.
• Build expertise in all Customer Service topics.
• Follow standard processes and new requirements from management.
• Complete HIP training timely.

Skills

Vietnamese language

English language

MS Office

Communication skills

Education

Bachelor's degree or Diploma

Tools

MS Office

Job description

Coordinator Customer Service (Vietnamese speaking)

Job Description

**IMPORTANT NOTE**

Kindly be informed that this position is based in Kuala Lumpur, Malaysia. By submitting your application, you confirm your willingness to relocate and be based in Kuala Lumpur if selected for the role.

Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd.

Responsibilities

Handle Customer phone calls

Handle cases correspondence with customer

Act as point of entry for Customer Service Related queries

Process the request from customers and update FIS with relevant details

On customer request, handle all relevant activities to announce on carriage to the transport dispatch team

On customer request, trigger full container releases in FIS

On customer request, handle special equipment requests

Verify transport exceptions and bill additional costs / fees to customer where applicable

Handle re-export/return shipments

Propose and discuss with the managers actions to improve the import efficiency

Build Expertise in all topics related to Customer Service

Follow standard processes and new requirements as communicated by management

Complete all functional HIP training timely

Qualifications

Fresh Graduate are welcome to apply.

University degree or Diploma with 2 year and above of experience in Customer Service and preferably in the Shipping/Maritime industry.

Must have good communication skills in both Vietnamese and English, verbal and written.

Experience in the Maritime Industry preferred.

Able to work well with others and follow guidelines.

Proficient in MS Office.

Positive and pleasant attitude with customer service mindset.

Receptive and be able to grasp new ideas and motivate one’s self for personal development

About the Team

• Competitive salary and performance-based incentives We offer market-aligned compensation with opportunities for merit-based reviews, 13th month salary and performance bonuses where components would vary based on local market practices and legal requirements.
• Competitive leave entitlements Including annual leave, medical leave, and other statutory leaves as applicable in your country of employment.
• Healthcare coverage Medical insurance and Flexible benefits to support your physical and mental wellbeing. Coverage will vary based on local market practices.
• Career mobility and Learning and development support Access to learning resources (like LinkedIn Learning), professional development programs and internal mobility programs to support your development across teams, functions, and geographies.
• Employee recognition and wellness initiatives Initiatives include wellness programmes, employee recognition programme, and engagement activities to foster a positive work environment.
• Work from Home arrangements Depending on nature of role; hybrid work arrangements are available with minimum 3 days in office and up to 2 days work from home schedules to support work-life integration with some variations based on local market conditions.
• Commitment to sustainability and social impact We are dedicated to responsible business practices, with ongoing efforts in environmental sustainability and community engagement through corporate social responsibility programmes.

Diversity, equity and inclusion We are proud to be an inclusive employer, committed to building a diverse workforce and creating a workplace where all employees feel respected, supported, and empowered to thrive.

About Us

Hapag-Lloyd is one of the world’s leading liner shipping companies, connecting businesses and people across more than 600 ports worldwide. With a fleet of over 300 modern container ships and a vessel capacity of 2.5 million TEU, we keep global trade moving reliably every day.
Our global network spans 140 countries, 400 offices, and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, high-quality service across continents and to support our customers in even the most complex supply chains.
When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only to deliver quality for our customers, but to create innovation and opportunities across roles, regions, and perspectives.
We believe that every exploration is a chance to grow, and every port is a place to belong. Your Journey, Our Horizon