CS Complaint Adjudication Specialist

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. is seeking a logistics/customer service professional to resolve delivery complaints, determine liability in driver processes, and uphold SOP-driven follow-up. You will escalate complex cases promptly and participate in quality reviews to drive process improvements.

Ideal candidates have a bachelor’s or higher, fluent English, strong Excel skills, and the ability to work under pressure and adapt to shifts. Relevant logistics/e-commerce experience is preferred.

Qualifications

• 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.

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

Logistics experience

Customer service

Attention to detail

Fluent in English

Education

Bachelor's degree or above

Tools

Excel

Job description

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 and strictly follow SOPs to ensure consistency and standardization in complaint follow-up.

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