Customer Service Coordinator

Hapag Lloyd AG; Kuala Lumpur; On-site; MYR 39,000 - 73,000; Full time

Benefits offered by this job

Healthcare coverage

Work from Home arrangements

Career mobility and Learning and dev

Employee recognition and wellness

Diversity, equity and inclusion

13th month salary

Job summary

Hapag-Lloyd, a leading liner shipping company, seeks a Customer Service professional in Malaysia to handle customer calls, manage case correspondence, and act as the entry point for queries. You will process customer requests, update FIS, and coordinate with the dispatch team for on-carriage announcements and container releases.

The role emphasizes English communication, teamwork, and a service mindset, with exposure to maritime operations and standard processes.

Qualifications

• University degree or Diploma with 1 year+ experience in Customer Service, preferably Shipping/Maritime.
• Fresh graduates welcome to apply.
• Experience in the Maritime Industry preferred.
• Ability to communicate in English, both verbal and written.
• Able to work well with others and follow guidelines.
• Proficient in MS Office.
• Positive and pleasant attitude with customer service mindset.
• Receptive and self-motivated for personal development.

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 relevant details.
• On customer request, announce on-carriage to 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 to customers where applicable.
• Handle re-export/return shipments.
• Propose and discuss with managers actions to improve 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.

Skills

Customer service

English communication

Team collaboration

Attention to detail

Education

University degree or Diploma

Tools

FIS

MS Office

Job description

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

Responsibilities

Main Tasks

• 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

• University degree or Diploma with 1 year and above of experience in Customer Service and preferably in the Shipping/Maritime industry.
• Fresh Graduate are welcome to apply.
• Experience in the Maritime Industry preferred.
• Able to communicate in English, both verbal and written
• 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 139 countries, 396 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 19,600 colleagues working across borders, functions and cultures, to not only 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.