Business Optimization Service Specialist-CS Complaint Adjudication

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 56,000 - 100,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. in Kuala Lumpur is seeking a Business Optimization Service Specialist-CS Complaint Adjudication to resolve post-delivery complaints, assess liability, and ensure SOP adherence while protecting customer data.

The role collaborates with logistics, e-commerce, customer service and DSP partners, performing ad-hoc verifications, using Excel for data checks, and proposing process improvements to raise service quality.

Qualifications

• Bachelor's degree or above.
• Fluent in written English with basic understanding of U.S. delivery services.
• Meticulous and detail-oriented; proficient in Excel.

Responsibilities

• Resolve complaints initiated by recipients after package delivery, and determine liability related to the driver's delivery process
• Escalate ambiguous or abnormal cases in a timely manner; strictly follow SOPs to ensure consistency and standardization in complaint follow-up
• Perform ad-hoc verification tasks upon request
• During liability determination, identify unreasonable rules and coordinate the optimization of DSP (delivery service partner) delivery service standards
• Regularly conduct personal work reviews; actively participate in departmental quality weekly meetings, share cases, and propose process optimization suggestions
• Strictly adhere to data security and privacy protection regulations, maintain confidentiality regarding customer address data, and eliminate the risk of data leaks

Skills

Excel proficiency

Detail-oriented

Under pressure

Shift flexibility

Education

Bachelor's degree or above

Job description

Business Optimization Service Specialist-CS Complaint Adjudication

Key responsibilities

Resolve complaints initiated by recipients after package delivery, and determine liability related to the driver's delivery process

Escalate ambiguous or abnormal cases in a timely manner; strictly follow SOPs to ensure consistency and standardization in complaint follow-up

Perform ad-hoc verification tasks upon request

During liability determination, identify unreasonable rules and coordinate the optimization of DSP (delivery service partner) delivery service standards

Regularly conduct personal work reviews; actively participate in departmental quality weekly meetings, share cases, and propose process optimization suggestions

Strictly adhere to data security and privacy protection regulations, maintain confidentiality regarding customer address data, and eliminate the risk of data leaks

About you

Relevant work experience in logistics, e-commerce, or customer service is preferred

Bachelor's degree or above

Fluent in written English, with a basic understanding of U.S. delivery services

Meticulous and detail-oriented, proficient in using Excel

Strong ability to work under pressure and adapt to shift schedules