Customer Complaint Specialist-E-commerce（mandarin）

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; Presencial; MYR 48.000 - 72.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

Other allowances

Modern, comfortable office

Descripción de la vacante

CEKAP LINK TECH SDN. BHD. in Kuala Lumpur seeks a Complaint Resolution Specialist to take ownership of unhappy customers, coordinating with legal, business, commercial, and tech teams to find fair solutions and ensure root cause fixes.

The role requires a Bachelor's degree, excellent English, Mandarin fluency for regional collaboration, strong problem solving and data analysis, and a proactive service mindset in a fast-growing e-commerce environment.

Formación

• Bachelor's degree or above.
• Excellent written and spoken English.
• Fluent in Mandarin for regional collaboration.
• Strong logical thinking, risk awareness and problem-solving ability.
• Good communication and teamwork with a service mindset.
• Basic data analysis to identify complaint patterns.

Responsabilidades

• Take ownership of complaint cases from start to finish.
• Coordinate across legal, business, commercial and technical teams to align on solutions.
• Analyze root causes and keep customers informed to ensure resolution.
• Suggest changes to products or processes to reduce repeat complaints.
• Support other team tasks as needed.

Conocimientos

English proficiency

Mandarin fluency

Problem solving

Data analysis

Communication skills

Teamwork

Educación

Bachelor's degree or above

Descripción del empleo

In this role, you'll be the person who takes ownership when a customer is seriously unhappy — coordinating with legal, business, commercial, and tech teams to find fair solutions, dig into why the problem happened, and make sure it doesn't happen again. You'll be the bridge between the customer and the company: calming things down when tensions are high, pushing the right internal teams to act, and turning each complaint into a lesson that makes our product and service better.

Key responsibilities

Take ownership of complaint cases: Follow up on customer complaints end-to-end. Coordinate across legal, business, commercial, and technical teams to align on solutions, and drive reasonable resolution steps based on each customer's specific concerns.

Prevent escalation & close the loop: Analyze the root cause of each complaint. Stay closely connected with the customer throughout the process to make sure the issue is truly resolved and doesn't escape further.

Turn complaints into insights: Compile and summarize complaint data — track which scenarios come up most often, what customers are really complaining about, and use that to give our business teams actionable feedback.

Drive process improvements: Contribute to optimizing our complaint-handling workflow. Propose changes to products or service processes that can reduce complaint escalation from the source, not just patch it after the fact.

Support other team tasks as needed.

About you

Bachelor's degree or above

Excellent written and spoken English

Fluent in Mandarin — you'll be working with a regional team, and Mandarin is essential for internal collaboration

Strong logical thinking, risk awareness, and problem-solving ability; basic understanding of legal and compliance boundaries, so you know how far to go in communication

Great communication and teamwork skills; genuine service mindset; responsible and proactive; able to push things forward and work well under pressure

Basic data analysis skills — you can look at complaint patterns and pull out insights that actually help the business

Be part of a role that has real impact — your recommendations directly shape how we improve our products and services

Work in a fast-growing e-commerce company with a multicultural team

Clear career path with opportunities to grow into complaint management, quality, or operations leadership

Competitive salary with medical benefits and other allowances

Modern, comfortable office in a convenient location