Customer Support Manager – Air Freight

Brightstar Logistics; Selangor; On-site; MYR 150,000 - 200,000; Full time

Job summary

Brightstar Logistics, a leading freight forwarder, seeks a Customer Support Manager to lead the Air Freight team. The role primarily focuses on ensuring high-quality service delivery, managing complaints, and understanding customer needs. Ideal candidates will have experience in logistics and excellent communication skills, with fluency in English and Bahasa Malaysia.

Qualifications

• 3–5 years of experience in customer service, preferably in logistics.
• Proven track record in team leadership.
• Fluent in English and Bahasa Malaysia; Mandarin preferred.

Responsibilities

• Lead and manage the Air Freight customer support team.
• Handle escalated customer inquiries and complaints.
• Monitor and evaluate team performance regularly.

Skills

Strong problem-solving

Excellent communication

Interpersonal abilities

Team leadership

Education

Diploma / Bachelor’s degree in Business Administration

Diploma / Bachelor’s degree in Logistics

Diploma / Bachelor’s degree in related field

Job description

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Lead and manage the Air Freight customer support team to ensure high-quality service delivery.

Handle escalated customer inquiries, complaints, and feedback professionally and effectively.

Monitor and evaluate team performance regularly.

Coordinate closely with internal departments (Operations, Warehouse, Back Office) to resolve service issues promptly.

Work directly with customers to understand their needs and deliver timely, value-added solutions.

Drive customer success by supporting client growth and helping them achieve their goals.

Develop and implement effective customer service policies, procedures, and training programs.

Continuously analyse service processes to identify areas for improvement.

Prepare and present regular reports on customer interactions, feedback trends, and team performance.

Ensure smooth onboarding of new customers and maintain ongoing engagement to build strong, long-term loyalty.

Requirements:

Diploma / Bachelor’s degree in Business Administration, Logistics, or a related field.

3–5 years of experience in customer service, preferably within the logistics or supply chain industry.

Proven track record in team leadership or managerial roles.

Strong problem-solving skills with excellent communication and interpersonal abilities.

Ability to manage multiple tasks and priorities in a fast-paced environment.

Fluent in English and Bahasa Malaysia.

Mandarin-speaking candidates will be given priority as the role involves regular communication with China-based customers.

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Your application will include the following questions:

How many years' experience do you have as a Customer Support Manager? Which of the following languages are you fluent in? How much notice are you required to give your current employer?

We are a domestic and international freight forwarder. We have an experienced team of 30 cross-disciplinary full-time staff who have extensive experience in the logistics industry. In line with our expansion, we are seeking for qualified candidates to join us.

Bright Star Logistics Sdn Bhd offers your organization true personalised service and expertise in the Malaysian and global transportation and logistics industry. We facilitate and value the needs of importers and exporters, incorporating ethical principals, thus ensuring our clients receive service excellence and a total commitment to developing business relationships built on trust.

We are a domestic and international freight forwarder. We have an experienced team of 30 cross-disciplinary full-time staff who have extensive experience in the logistics industry. In line with our expansion, we are seeking for qualified candidates to join us.

Bright Star Logistics Sdn Bhd offers your organization true personalised service and expertise in the Malaysian and global transportation and logistics industry. We facilitate and value the needs of importers and exporters, incorporating ethical principals, thus ensuring our clients receive service excellence and a total commitment to developing business relationships built on trust.

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