Customer Service Supervisor

J&T EXPRESS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 50,000 - 84,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Sports & birthday event

Teambuilding

Paternity leave

Job summary

J&T EXPRESS (MALAYSIA) SDN. BHD. is seeking a Customer Service Supervisor to lead a Kuala Lumpur–Bangsar team and ensure top-tier customer support.

You will supervise staff, monitor service quality, and act as the primary liaison for customers, driving process improvements and data-driven decisions. This full-time role emphasizes teamwork, learning, and client satisfaction.

Qualifications

• Minimum 3 years of management experience and 5 years in related business/operational roles.
• Strong expertise in customer service SOPs and excellent communication skills.
• Proficient in Microsoft Office, especially Excel functions.
• Strong data analysis and proposal/report writing skills.

Responsibilities

• Supervise and mentor a team of customer service representatives.
• Monitor quality and performance; implement improvements to enhance the customer experience.
• Serve as the primary contact for customers; handle escalations and provide timely resolutions.
• Collaborate with cross-functional teams to address pain points and drive process improvements.
• Analyze data and metrics to generate insights and support decision-making.
• Foster a positive, customer-centric and learning-focused work environment.

Skills

Management

SOPs

Excel

Data analysis

Communication

Tools

MS Office

Job description

About the role

As a Customer Service Supervisor at J&T EXPRESS (MALAYSIA) SDN. BHD., you will play a crucial role in leading and overseeing a team of customer service professionals within our Bangsar, Kuala Lumpur location. This full-time position is crucial in ensuring our customers receive the highest level of support and satisfaction.

What you'll be doing:

• Supervise and manage a team of customer service representatives, providing guidance, training and support to help them excel in their roles
• Monitor customer service quality and performance, identifying areas for improvement and implementing effective strategies to enhance the customer experience
• Serve as the primary point of contact for customers, handling complex inquiries and escalations to ensure timely and effective resolution of issues
• Collaborate with cross-functional teams to identify and address customer pain points, implement process improvements and drive innovation
• Analyse customer service data and metrics to generate insights, inform decision-making and drive continuous improvement
• Foster a positive and productive work environment, promoting teamwork, customer-centricity and a culture of continuous learning

What we're looking for:

• At least 3 years of management experience and 5 years of relevant business/operational experience.
• Strong expertise in customer service SOPs and excellent communication skills.
• Proficient in Microsoft Office, especially spreadsheet functions (Excel formulas).
• Strong data analysis and proposal/report writing skills.

What can I earn as a Customer Service Supervisor

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Service Supervisor?
• Which of the following Microsoft Office products are you experienced with?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?
• What's the largest size team you have managed?

Logistics, Freight & Delivery Services More than 10,000 employees

J&T Express is a global logistics provider with strong presence in Southeast Asia and China, the world’s fastest-growing market. Founded in 2015, J&T Express' network spans thirteen countries, including Indonesia, Vietnam, Malaysia, the Philippines, Thailand, Cambodia, Singapore, China, Saudi Arabia, the UAE, Mexico, Brazil and Egypt.

Adhering to its "customer-oriented and efficiency-based" mission, J&T Express is committed to providing customers with integrated logistics solutions through intelligent infrastructure and digital logistics network, as part of its global strategy to connect the world with greater efficiency and bring logistical benefits to all.

J&T Express is a global logistics provider with strong presence in Southeast Asia and China, the world’s fastest-growing market. Founded in 2015, J&T Express' network spans thirteen countries, including Indonesia, Vietnam, Malaysia, the Philippines, Thailand, Cambodia, Singapore, China, Saudi Arabia, the UAE, Mexico, Brazil and Egypt.

Adhering to its "customer-oriented and efficiency-based" mission, J&T Express is committed to providing customers with integrated logistics solutions through intelligent infrastructure and digital logistics network, as part of its global strategy to connect the world with greater efficiency and bring logistical benefits to all.

Perks and benefits

• Medical
• Miscellaneous allowance
• Sports (e.g. Gym) Birthday event
• Teambuilding
• Paternity leave