Customer Support Manager

2 weeks ago

Klang, Selangor, Malaysia GO GAUGE LOGISTICS Full time 50,000 - 62,500 per year

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, RM5,214.17 per month

Benefits:

  • Additional leave
  • Cell phone reimbursement
  • Maternity leave
  • Professional development

Work Location: In person

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