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Team Lead, Customer Service

Team Lead, Customer Service

CMA CGM Malaysia Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia
12 hours ago
Job description

JOB SUMMARY

As a key interface between Sales and Operations, the Customer Service Supervisor leads the team in managing the end-to-end customer service process — from booking to service delivery. The ideal candidate ensures a seamless customer experience while driving process improvements and service excellence, with a goal of zero service failure.

JOB RESPONSIBILITIES

Team Leadership & Development :

  • Supervise and guide the Customer Service Team to meet and exceed customer expectations.
  • Set operational goals and KPIs for the team.
  • Provide coaching, mentoring, and ongoing training.
  • Conduct performance reviews and regular feedback sessions.
  • Lead recruitment, hiring, and onboarding for the department.
  • Monitor and manage resource allocation to meet service levels.

Customer Engagement & Service Excellence :

  • Serve as a point of escalation for complex issues.
  • Handle and resolve escalated customer complaints effectively.
  • Visit customers or conduct online meetings to gather feedback and improve services.
  • Build and maintain strong customer relationships.
  • Ensure customer service representatives follow SOPs, tools, and group guidelines.

    • Process & Performance Management :

  • Implement CMA CGM standard processes and digital tools.
  • Identify and drive process improvements for efficiency and service quality.
  • Collaborate cross-functionally to resolve operational challenges.
  • Develop and maintain crisis management procedures.
  • Ensure compliance with company policies and regulatory requirements.

    • Reporting :

  • Regularly report performance metrics to the SG Customer Service Manager.
  • Prepare ad-hoc reports as needed.

    • JOB REQUIREMENTS

  • Bachelor's degree (logistics / shipping-related field preferred).
  • At least 3 - 5 years of experience in liner shipping with direct customer interaction, preferably with experience managing a team.
  • Proven supervisory experience leading customer service teams.
  • Fluent in English(both spoken and written). Able to converse in Mandarin would be an added advantage.
  • Strong communication and relationship-building skills.
  • Calm, professional demeanor with the ability to manage stress.
  • Proficiency in MS Office (Excel, PowerPoint, etc.).

    • Able to work Singapore hours :

    Monday to Friday, 9 : 00 AM – 6 : 00 PM (SGT)

  • Rest days : Saturday, Sunday, and Singapore Public Holidays
  • Replacement leave provided if working on Malaysian public holidays
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    Customer Service Team Lead • Kuala Lumpur, Kuala Lumpur, Malaysia