Team Lead, Customer Service

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.