Call Centre Manager - Customer Service-cum-Transportation (Shah Alam)

Our client is a subsidiary of a Hong Kong public listed company and a China state-owned company is a one-stop logistics solutions provide which include Freight Forwarding (which covers customs clearance and haulage), Project Logistics, Contract Logistics, Cross-Border e-Commerce Logistics and other services. They are currently looking for the right candidate to fill the following position

CALL CENTRE MANAGER

(CUSTOMER SERVICE/TRANSPORTATION)

(Based in Mapletree Logistics Hub, Sek. 22, Shah Alam, Selangor)

JOB SUMMARY

• To lead our customer service representatives and callers to better performance and improve service quality.
• To assist in establishing Customer Service Department objectives, KPI, provide representatives with opportunities to expand their knowledge of service
• To analyse Customer Service Department data, focus on improving performance & processes and troubleshooting techniques in an effort to better support customers.
• To coordinate with Customers and drivers as to ensure smooth delivery;
• To manage and to control Klang Valley and Hubs delivery status.

 RESPONSIBILITIES:

 Customer Service Admin

• Lead and manage the customer service team, including hiring, training, coaching, and providing ongoing support to ensure high-quality customer interactions.
• Provide hands-on assistance to representatives by handling complex or escalated calls, guiding them through customer complaints, and resolving issues beyond their level.
• Conduct regular team briefings, monitor call trends, and facilitate knowledge sharing to ensure alignment with best practices and service protocols.
• Set performance goals and ensure departmental KPIs are consistently achieved; implement corrective actions where necessary.
• Analyse customer service data and call centre metrics to identify process improvements, ensure optimal resource allocation, and enhance overall service efficiency and customer

Transportation Admin

• Coordinate and ensure timely delivery of goods; compile and submit the Daily Transporter’s Report to track delivery status.
• Validate and update customer delivery requests, remarks, and contact details to maintain accurate records in Navision.
• Contact customers to book delivery slots for daily orders (KV / HUB & EM) in accordance with KPI cut-off times.
• Follow up via SMS when calls go to voicemail or remain unanswered, ensuring proactive customer engagement.
• Execute daily customer calls using a standardised calling script to maintain consistency and professionalism in communication.
• Liaise with branch teams to correct any erroneous data in Navision, such as incorrect addresses or contact information.
• Respond promptly to urgent orders and special delivery instructions from branch offices.
• Monitor MTO (Made-to-Order) and DFTA customer deliveries daily to ensure smooth order fulfillment.
• Reschedule deliveries with customers upon receipt of updated FTP & FTD listings from the inventory team.
• Meet daily call volume targets in line with individual and team KPIs.
• Support peer training and onboarding of new callers as required.
• Address and resolve end-customer enquiries courteously and professionally.
• Enforce compliance with HR ISO 9001 standards and participate actively in internal and external audits.

Salary: RM6,000 – RM9,000. This is a 5.5 day week job. Preferably candidates with call centre working experiece in large retail chain and order processing