Customer Support Manager
7 days ago
**Key Responsibilities**:
- Lead and manage the customer support team to deliver high-quality service to clients.
- Act as the primary point of contact for key customers, handling escalations and service issues effectively.
- Monitor shipment status (Air / Sea / Land) and ensure customers are updated on real-time progress.
- Coordinate with operations, documentation, and sales teams to resolve customer queries promptly.
- Develop and implement customer service policies, procedures, and performance standards.
- Track customer satisfaction metrics and initiate improvement plans where necessary.
- Handle complaint management and ensure root-cause analysis for service failures.
- Build and maintain strong relationships with clients, agents, and internal departments.
- Train and mentor customer support executives to enhance communication and service delivery.
- Prepare and present regular performance reports to management.
**Required Skills & Qualifications**:
- Minimum **2-5 years of experience** in customer service within the **freight forwarding or logistics industry.**:
- In-depth understanding of **export/import processes, documentation, and Incoterms.**:
- Excellent communication, leadership, and problem-solving skills.
- Strong organizational and multitasking abilities.
- Proficiency in MS Office and CRM tools.
- Ability to work under pressure and handle multiple clients simultaneously.
**Job Types**: Full-time, Permanent
Pay: RM2,709.09 - RM5,214.17 per month
**Benefits**:
- Additional leave
- Cell phone reimbursement
- Maternity leave
- Professional development
Work Location: In person
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