Team Leader - Customer Service

GCC - Kuala Lumpur office is inviting high caliber professionals to apply for the following position:

Job Title:            Team Leader – Customer Service

 Location:          Kuala Lumpur

 Job Level:          5C

 Reporting to:      Manager

Positions Opened: 05 Nos.

Key Expectations:

•      Should have knowledge about shipping and logistics domain.

•      Able to achieve the targets and exceed them consistently.

•      Contribute ideas and suggestions to improve the process.

•      Identify issues/patterns in the process and advice solutions

•      Record and maintain all the productivity data in the respective DB/excel sheets.

•      Performed all activities free from errors.

Functional Tasks:

•      Serve as the 1st Level of Escalation for Queries for Staff across the floor.

•      Check/Verify Individual Productivity & Accuracy Numbers updated in the shared database.

•      Maintain communication with counterparts in the Area and seek regular feedback on team’s performance.

•      Perform tasks of the coordinator when needed.

•      Delivery of service level components, quality and productivity targets as per QEM and other agreed strategic initiatives.

•      Own and drive continuous improvement within the process through actively identifying such opportunities through Quality initiatives.

•      Develop/implement action plans to achieve desired performance levels.

•      Participate in functional training for staff.

•      Create back-ups for self.

•      Prepare & analyze various reports including process dashboards & team performance reports. Also responsible for publishing all the reports in a timely manner.

•      Work very closely with team members to solve customer problems.

•      Understand team members’ strengths and areas of improvement and address the same.

•      Offers suggestions & solutions to Management for process and product improvement.

•      Make decisions on matters relating to improving customer satisfaction.

•      Review feedback received from the Area office with team members.

•      Liaise with other teams to ensure that volumes for the entire booking Team are at a Minimum.

•      Control Attrition through active engagement with the team members.

•      Build strong one-to-one relationships with team members.

•      Propagate positive teamwork across team members.

•      Motivate team members through effective management, career development & implementation of reporting mechanism.

•      Conduct performance appraisal for the team.

•      Being a focal point for disseminating information from management to team and vice versa.

•      Maintain good rapport with Area office.

•      Schedule shifts in consultation with Manager

•      Leave planning for the team and updating relevant systems / Excel sheets.

•      Ensure adequate participation of team in organizational projects like BCM.

•      Data Analytics – Ability to comprehend data and provide meaningful business insights

•      Expertise and familiarity with business tools like MS Excel, Qlik, Power BI,

•      Knowledge of additional skills like R and Python will be an added advantage

Team Management:

•      Team Leaders are responsible for managing their teams, which is not limited to just getting work done. It by default includes leading the team which means being responsible for their performance and behavior, providing timely guidance/motivation/course-correction, managing team dynamics, taking care of team members, being the 1st person responsible to fairly handle team grievances and working towards fair resolution, guiding and helping team members become better at what they do etc – all this while staying compliant to Hapag-Lloyd’s values, code of conduct and code of ethics.

•      The responsibilities mentioned are not exhaustive but are a general indication of what is always expected from Team Leaders being in a role of People Manager. It is also the responsibility of Team Leader to develop their own acumen and understanding of the dimensions of people management while leading teams in the professional world.

•      In case of issues, the Team Leaders needs to reasonably establish that all the efforts were made by her/him in such matters before escalating the team matters to their managers/or involving local HR.

•      Certain situations that require reporting the matter directly to specific authorities/committees (such as POSH, Fraud etc.) are excluded from the above expectation for handling locally within their team.

•      Furthermore, to assess their team members based on their performance and give them honest and fair feedback. In turn, be open to feedback themselves and help to foster a genuine feedback culture.

Desired Profile:

•      Graduate from a reputed university.

•      Good spoken and written Communication skills.

•      Strong keyboard skills / typing speed.

•      Should be a team player with positive attitude

Working Conditions:

•      Flexible in shift timings.

•      Duties and tasks are frequently non-routine. Willingness to travel and work out of other offices of HLGCC based on business requirements

•      Local conditions applicable