Team Lead, Customer Service (Singapore)

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

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.

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

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years’ experience do you have as a Customer Service Team Leader?
• Which of the following languages are you fluent in?
• How would you rate your English language skills?
• How many years’ experience do you have as a manager / team lead?
• How much notice are you required to give your current employer?

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