(Shipping)Customer Service Coordinator

Hapag-Lloyd; Selangor; On-site; MYR 33,000 - 56,000; Full time

Job summary

Hapag-Lloyd Malaysia is seeking a customer service professional to deliver high-quality service in a shipping environment. You will handle customer calls, manage case correspondence, and act as the entry point for queries while ensuring accurate updates in the FIS system.

Fresh graduates are welcome; a University degree or Diploma with 1+ year of experience is preferred. Strong English, MS Office skills, and a positive customer service mindset are essential as you collaborate with dispatch and

Qualifications

• University degree or diploma with 1+ year of experience in Customer Service, preferably shipping/maritime.
• Fresh graduates are welcome to apply.
• Maritime industry experience is preferred.
• Proficient in English, both written and spoken.
• Proficient in MS Office.
• Positive and pleasant attitude with a customer service mindset.
• Receptive and motivated for personal development.

Responsibilities

• Handle customer phone calls.
• Handle cases correspondence with customers.
• Act as entry point for Customer Service related queries.
• Process customer requests and update FIS with relevant details.
• On customer request, notify dispatch team for on-carriage.
• On customer request, trigger full container releases in FIS.
• On customer request, handle special equipment requests.
• Verify transport exceptions and bill additional costs/fees to customers.
• Handle revenue dispute capturing.
• Handle re-export/return shipments.
• Propose actions to improve import efficiency.
• Build expertise in all Customer Service topics.
• Follow standard processes and new requirements from management.
• Complete HIP training timely.

Skills

Customer service mindset

MS Office

English communication

Team collaboration

Education

University degree or Diploma

Tools

FIS system

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd

Main Tasks:

• Handle Customer phone calls
• Handle cases correspondence with customer
• Act as point of entry for Customer Service Related queries
• Process the request from customers and update FIS with relevant details
• On customer request, handle all relevant activities to announce on-carriage to the transport dispatch team
• On customer request, trigger full container releases in FIS
• On customer request, handle special equipment requests
• Verify transport exceptions and bill additional costs/fees to customer where applicable
• Handles revenue dispute capturing
• Handle re-export/return shipments
• Propose and discuss with the managers actions to improve the import efficiency
• Build Expertise in all topics related to Customer Service
• Follow standard processes and new requirements as communicated by management
• Complete all functional HIP training timely

Qualifications and Technical Job Requirements:

• University degree or Diploma with 1 year and above of experience in Customer Service and preferably in the Shipping/Maritime industry.
• Fresh Graduate are welcome to apply.
• Experience in the Maritime Industry preferred.
• Able to communicate in English, both verbal and written
• Able to work well with others and follow guidelines
• Proficient in MS Office
• Positive and pleasant attitude with customer service mindset
• Receptive and be able to grasp new ideas and motivate one’s self for personal development