Customer Complaint Adjudication Specialist

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. in Kuala Lumpur is seeking a Customer Complaint Adjudication Specialist to resolve complaints raised by recipients after parcel sign-off and determine liabilities related to drivers’ delivery processes.

You will escalate complex cases, follow SOPs for consistency, and conduct ad-hoc audit tasks. You’ll also participate in weekly quality meetings and propose process improvements while safeguarding data privacy.

Qualifications

• Bachelor’s degree or above; proficient written English.
• Meticulous and detail-oriented; proficient in Excel.
• Logistics, e-commerce or customer service experience preferred.

Responsibilities

• Resolve complaints and identify liabilities in delivery processes.
• Escalate ambiguous cases in a timely manner.
• Adhere to SOPs to maintain standardization.
• Participate in weekly quality meetings and suggest improvements.
• Maintain data privacy and protect customer address data.

Education

Bachelor’s degree or above

Tools

Microsoft Excel

Job description

Customer Complaint Adjudication Specialist

Resolve complaints raised by recipients after parcel sign-off, and determine liabilities related to drivers’ delivery processes.

Escalate ambiguous and complex exception cases in a timely manner.

Follow SOPs strictly to ensure consistency and standardization in customer complaint handling.

Conduct ad-hoc workbench audit tasks as required.

Identify unreasonable rules during liability adjudication, coordinate and optimize delivery standards for DSP (Delivery Service Partner).

Complete regular personal work reviews. Actively participate in weekly department quality meetings, share case studies and propose process improvement suggestions.

Comply strictly with data security and privacy protection regulations. Maintain confidentiality of customer address data and prevent data leakage risks.

Job Requirements

Prior experience in logistics, e-commerce or customer service is preferred.

Bachelor’s degree or above. Proficient written English, with basic understanding of US courier operations.

Meticulous and detail-oriented, proficient in Microsoft Excel.

Able to work under pressure and adapt to shift work.

Working Hours

09:00 – 18:00. A midnight shift (00:00 – 09:00) may be added later subject to business growth.