Customer Service Logistics

IntelliPro; Kuala Lumpur; On-site; MYR 42,000 - 62,000; Full time

Job summary

IntelliPro in Kuala Lumpur, Malaysia, is seeking a Customer Service/Investigation/Compliance professional (Permanent). You will handle customer complaints from initial intake through resolution, coordinating with Legal, Operations, Business, Technology, and other teams to investigate and resolve issues.

The ideal candidate has a degree (SPM/ Diploma/ Bachelor's) with strong English and Mandarin reading and writing skills, experience in complaint handling or escalation management, and solid

Qualifications

• Degree or diploma with strong English/Mandarin reading and writing skills.
• Previous complaint handling experience preferred in service, logistics or escalation management.
• Good analytical, investigative, and problem-solving abilities.

Responsibilities

• Handle and follow up on customer complaints and escalated cases from investigation to resolution.
• Coordinate with Legal, Operations, Business, Technology and other teams to investigate issues.
• Communicate updates to customers throughout the resolution process.
• Conduct root cause analysis to understand why issues occurred.
• Own cases, ensure proper follow-up and closure, monitor progress.
• Analyze complaint data to identify trends and areas for improvement.
• Prepare reports and insights to support business/process enhancements.
• Identify opportunities to improve complaint handling processes and procedures.

Skills

Strong English/Mandarin reading and

Communication and teamwork

Problem-solving

Risk identification

Data analysis basics

Education

SPM or Diploma or Bachelor’s degree

Job description

Customer Service/Investigation/Compliance (Permanent)

Working Hours: 9:00 AM – 6:00 PM, 5 days per week (with possibility of night shift)

Working Schedule: Weekends may be required depending on the roster

Shift: Potential night shift may be introduced in the future

Job Responsibilities

• Handle and follow up on customer complaints and escalated cases from initial investigation through to resolution.
• Coordinate with Legal, Operations, Business, Technology, and other internal teams to investigate and resolve customer issues.
• Communicate with customers professionally and provide appropriate updates throughout the complaint resolution process.
• Conduct root cause analysis to understand why complaints or service issues occurred.
• Take ownership of complaints and ensure cases are properly followed up and closed.
• Monitor ongoing cases and proactively follow up with customers to prevent further escalation.
• Compile and analyze customer complaint data to identify recurring issues, trends, and common problem areas.
• Prepare reports and summaries on complaint cases and provide insights to support business and operational improvements.
• Identify opportunities to improve complaint-handling processes, products, and service procedures.
• Work closely with relevant teams to reduce recurring complaints and improve overall customer experience.
• Maintain accurate records and documentation of complaint cases and resolutions.
• Perform other duties and projects as assigned by the team.

Requirements

• SPM or Diploma or Bachelor’s degree, with strong English/Mandarin reading and writing skills.
• Previous customer complaint handling experience is preferred, particularly in customer service, logistics, escalation management, or case management.
• Strong logical thinking, risk identification, investigation, and problem-solving skills, with basic knowledge of legal principles and compliance requirements.
• Excellent communication and teamwork skills, with a strong service mindset and a high sense of responsibility.
• Strong project execution and follow-up skills, with the ability to manage multiple cases and work effectively under pressure.
• Basic data analysis skills, with the ability to identify trends and derive business insights from customer complaints.
• Able to communicate accurately and professionally when handling sensitive or escalated customer issues.