Customer Experience Supervisor: Claims & Service Delivery

DHL eCommerce; Puchong; On-site; MYR 60,000 - 90,000; Full time

Job summary

DHL eCommerce Malaysia is seeking a Customer Service Supervisor to lead the Customer Service team and ensure best-in-class service across channels. You will manage day-to-day operations, drive service quality, and support colleagues.

The role emphasizes investigation, claims handling, and process improvement, with focus on KPIs, coaching, and cross-functional collaboration to sustain customer loyalty.

Qualifications

• Bachelor degree in a related field.
• Minimum 3 years of customer service experience.
• Strong English communication.
• Proven people management and leadership ability.

Responsibilities

• Lead a team of customer service staff to meet service levels.
• Escalate and resolve complex customer inquiries and claims.
• Coordinate with other departments to ensure smooth service delivery.
• Monitor KPIs and provide performance feedback.
• Develop and implement service policies and procedures.
• Coach and train staff on processes and systems.

Skills

Team Management

Performance Management

Excel

Problem Solving

Analytical Skills

Reporting

Presentation

Training & Facilitation

Documentation & Writing

Negotiation

Education

Bachelor's Degree in related field

Job description

DHL eCommerce Malaysia is seeking a Customer Service Supervisor to lead the Customer Service team and ensure best-in-class service across channels. You will manage day-to-day operations, drive service quality, and support colleagues.

The role emphasizes investigation, claims handling, and process improvement, with focus on KPIs, coaching, and cross-functional collaboration to sustain customer loyalty.