Team Lead, Customer Service

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

The Team Lead, Customer Service is responsible for leading the day-to-day operations and performance of a Customer Service team within Hapag-Lloyd’s GCC Kuala Lumpur. The role ensures service quality, productivity, SLA achievement, and customer experience, while managing escalations, coaching team members, and driving continuous improvement.

Act as the first point of escalation for team and operational matters.

Monitor and drive team productivity, quality, accuracy and overall performance against targets.

Ensure achievement of service levels, quality and productivity targets in line with QEM standards.

Prepare and publish performance reports, dashboards and operational metrics.

Analyse performance data and provide meaningful business insights and recommendations.

Identify recurring issues and process gaps, and drive root-cause analysis and process improvements.

Coach, motivate and develop team members to improve performance and support career growth.

Manage work allocation, scheduling, leave planning and performance reviews.

Foster teamwork, engagement and retention within the team.

Coordinate with Area Offices and other stakeholders on performance, operational issues and feedback.

Act as the communication link between management and team members.

Collaborate across teams to balance workload and support customer satisfaction.

Participate in organisational initiatives, including Business Continuity Management (BCM).

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.

Strong analytical skills with the ability to identify process trends, issues and improvement opportunities.

Proficient in MS Excel, Qlik and Power BI; knowledge of R or Python is an added advantage.

Strong attention to detail and ability to maintain high accuracy and error-free processing.

Strong communication, interpersonal and stakeholder management skills.

Strong organizational, time-management and problem-solving skills.

Willing to work on mandatory rotational shifts, including night shifts.