Customer Service Excellence Manager

DHL Group; Bayan Lepas; On-site; MYR 90,000 - 130,000; Full time

Job summary

DHL Group in Malaysia is seeking a Customer Service Manager to lead and develop a high-performing team in Bayan Lepas. You will drive service quality, optimize processes, and ensure timely resolutions for customer inquiries and escalations.

This role collaborates closely with operations, sales, and logistics to deliver seamless service and strong client relationships. Ideal candidates bring proven leadership in customer service, strong communication skills, and a track record of process

Responsibilities

• Manages and drives performance of a Customer Service team, conducts performance reviews and provides feedback to team members.
• Identifies and implements improvements to customer service processes to increase efficiency and effectiveness.
• Monitors KPIs and customer feedback to drive continuous improvement.
• Supervises, trains, and mentors customer service staff for high performance and professional development; identifies training needs.
• Acts as escalation point and develops/maintains strong relationships with key clients to enhance satisfaction and retention.
• Addresses escalated customer issues and complaints with timely, effective resolutions.
• Coordinates with operations, sales, and logistics to ensure seamless service delivery.
• Facilitates clear and effective communication between customers and the logistics team.
• Reviews station KPIs and enhances overall service quality and processes.
• Prioritizes and delegates work, allocates resources to meet departmental goals and customer needs.
• Ensures enquiries are answered promptly and professionally.
• Collaborates with Operations to ensure smooth customer-related processes.
• Plays an active role in development and coaching of Customer Service staff and identifies training needs.
• Shares best practices and implements initiatives based on feedback to improve service quality and satisfaction.
• Escalates issues when required.

Job description

DHL Group in Malaysia is seeking a Customer Service Manager to lead and develop a high-performing team in Bayan Lepas. You will drive service quality, optimize processes, and ensure timely resolutions for customer inquiries and escalations.

This role collaborates closely with operations, sales, and logistics to deliver seamless service and strong client relationships. Ideal candidates bring proven leadership in customer service, strong communication skills, and a track record of process