Customer Service Team Lead - Global Shipping & Logistics

Join Hapag-Lloyd, a global leader in container shipping and logistics, as a Customer Service Team Lead in our dynamic Service Delivery team based in Bali, Indonesia. This is a unique opportunity to lead a high-performing team in a fast-paced, international environment. You'll be part of a global company that values innovation, sustainability, and excellence, while enjoying the vibrant culture and stunning landscapes of Bali.

As a Customer Service Team Lead, you'll be responsible for managing a team of customer service representatives, ensuring they deliver exceptional service to our clients. You'll work closely with our global operations team to streamline processes, improve efficiency, and enhance customer satisfaction. This role offers a competitive salary, comprehensive benefits, and the chance to grow your career in a truly international setting.

📋 Tanggung Jawab Pekerjaan

• Lead and mentor a team of customer service representatives, fostering a positive and productive work environment.
• Develop and implement customer service strategies to enhance client satisfaction and loyalty.
• Monitor and analyze customer service performance metrics, identifying areas for improvement and implementing corrective actions.
• Collaborate with global operations teams to streamline processes and improve efficiency.
• Ensure compliance with company policies, procedures, and industry regulations.
• Provide training and development opportunities for team members to enhance their skills and knowledge.
• Manage and resolve customer complaints and issues, ensuring timely and satisfactory resolutions.
• Represent the company at customer meetings and events, building strong relationships and promoting our brand.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer service, preferably in a shipping or logistics environment.
• Proven track record of leading and managing a team of customer service representatives.
• Strong communication and interpersonal skills, with the ability to build rapport and resolve conflicts.
• Excellent organizational and problem-solving skills, with the ability to work under pressure.
• Proficiency in English, both written and spoken, with additional language skills a plus.
• Familiarity with customer relationship management (CRM) software, such as Salesforce or HubSpot.
• Ability to travel internationally as required by the role.

🛠️ Keahlian

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