Customer Service Supervisor: Claims & Experience Leader

Deutsche Post; Puchong; Vor Ort; MYR 90.000 - 120.000; Vollzeit

Zusammenfassung

Deutsche Post is seeking a Customer Service Supervisor in Malaysia to lead a team delivering DHL eCommerce customer service. You will manage claims, escalations and service delivery, ensuring professional interactions and high-quality support across channels.

The role requires strong leadership, English communication, and a track record of achieving service targets in a customer-focused environment. Based in Malaysia, this position emphasizes people development and process improvement.

Qualifikationen

• Minimum 3 years experience in customer service role
• Bachelor Degree in related field
• Effective communication in English
• Able to demonstrate highly achievement in previous customer service role

Aufgaben

• Act as primary escalation contact for customers and liaise with relevant departments on service delivery.
• Lead a team of Claim Coordinators to solving complex customer requirements in areas of claim, complaints and exception handling & management
• Driving effective problem solving for customers.
• Enhance service experience through delivering professionalism and empathy when dealing with each individual customer with varying needs and demands.
• Ensure timely management of complaints and enquiries escalations.
• Provide responsive reply to general customers' enquiries or via other interaction channels that have requested a supervisor to rectify their situation to the best of our ability.
• Overseeing and assessing team productivity and activities, providing regular performance-related feedback and coaching.
• Monitor daily activities of customer service frontline operations and manage KPIs to meet targets.
• Coordinate with Legal and Finance for cases arising from shipment related incidents and claims.
• Prepare performance reports and analyze data to assist and advise management

Kenntnisse

Team Management

Performance Management

Excel

Problem Solving

Analytical Skills

Reporting

Presentation

Training

Documentation

Writing Skills

Negotiation

Ausbildung

Bachelor Degree in related field

Jobbeschreibung

Deutsche Post is seeking a Customer Service Supervisor in Malaysia to lead a team delivering DHL eCommerce customer service. You will manage claims, escalations and service delivery, ensuring professional interactions and high-quality support across channels.

The role requires strong leadership, English communication, and a track record of achieving service targets in a customer-focused environment. Based in Malaysia, this position emphasizes people development and process improvement.