Customer Service Team Lead — 24/7 Ops & Insights

Hapag Lloyd; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hapag-Lloyd is seeking a Team Lead, Customer Service in Kuala Lumpur to lead a busy CS team, drive performance, and ensure service levels and customer experience. You will coach staff, manage escalations, and work with cross-functional stakeholders to optimize processes.

The role requires 3–7 years of supervisory experience in shipping/logistics, strong analytical skills, and proficiency with Excel, Qlik and Power BI. Night shifts are part of the schedule.

Qualifications

• Degree or equivalent qualification in Shipping, Logistics, Supply Chain Management, or a related field.
• Strong knowledge of the shipping and logistics industry.
• 3–7 years of experience in Customer Service or Operations, with Team Lead/Supervisory experience.
• Proven ability to achieve and consistently exceed KPI, service level, quality and productivity targets.
• Experience managing teams in a 24/7 operational environment.

Responsibilities

• Lead day-to-day operations and performance of a Customer Service team to ensure service quality, productivity and SLA achievement.
• Act as the first point of escalation for team and operational matters.
• Prepare and publish performance reports, dashboards and operational metrics.
• Identify recurring issues and drive root-cause analysis and process improvements.
• Coach, motivate and develop team members to improve performance and support career growth.
• Coordinate with Area Offices and other stakeholders on performance and feedback.
• Act as the communication link between management and team members.
• Willing to work on mandatory rotational shifts, including night shifts.

Skills

Team leadership

KPI management

Stakeholder management

Analytical thinking

MS Excel

Qlik

Power BI

R or Python (adv)

Education

Degree in Shipping, Logistics, Supply Chain

Tools

MS Excel

Qlik

Power BI

R

Python

Job description

Hapag-Lloyd is seeking a Team Lead, Customer Service in Kuala Lumpur to lead a busy CS team, drive performance, and ensure service levels and customer experience. You will coach staff, manage escalations, and work with cross-functional stakeholders to optimize processes.

The role requires 3–7 years of supervisory experience in shipping/logistics, strong analytical skills, and proficiency with Excel, Qlik and Power BI. Night shifts are part of the schedule.