Customer Service Training Specialist

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 40,000 - 70,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. is seeking a Customer Service Supervisor to lead an on-site inquiry team in Malaysia.

You will manage inquiries, develop and maintain Q&A documentation, and train CS staff to ensure consistent, accurate responses in line with business standards. The role requires a Bachelor's degree with English and Chinese bilingual skills, familiarity with logistics or cross-border e-commerce customer service, and strong Excel capabilities.

Qualifications

• Bachelor's degree or above with bilingual English and Chinese.
• At least 1 year of team supervision experience.
• Experience in logistics or cross-border e-commerce customer service preferred.
• Proficient in Excel; strong data handling and reporting.
• Excellent written and spoken English and Chinese.

Responsibilities

• Manage customer service inquiry operations on-site.
• Develop and maintain Q&A documentation; train CS teams.
• Oversee on-site team of inquiry specialists; ensure accurate responses and compliance.
• Collect frequent inquiries; categorize issues; compile Q&A and deliver training.
• Update Q&A docs per SOPs and system changes; archive obsolete content.
• Conduct team training after Q&A updates; reduce learning costs.
• Escalate critical cases; participate in QA meetings; propose process improvements.
• Ensure data security and privacy; protect sensitive information; prevent data leakage.
• Monitor on-site team performance; ensure regulatory compliance.
• Support shift scheduling and workload management.

Skills

Bilingual English & Chinese

Team supervision

Stress management

Excel

Education

Bachelor's degree or above

Tools

Excel

Job description

This role involves managing customer service inquiry operations, developing and maintaining Q&A documentation, training customer service teams, and overseeing an on-site team of inquiry specialists to ensure consistent, accurate responses and compliance with business standards.

Key responsibilities

Collect frequent customer service inquiries, sort business issues into general and scenario-specific ones, compile Q&A lists and deliver relevant training for customer service teams; develop standardized replies to ensure consistent and accurate responses.

Update Q&A documents timely in accordance with business rules, SOPs and system changes, and archive obsolete content.

Conduct team training after Q&A updates, provide extra guidance on difficult recurring issues to reduce team learning costs.

Escalate and follow up on critical abnormal cases; perform regular self-review, attend weekly QA meetings, share typical cases and propose suggestions for business process optimization.

Comply with company data security and privacy policies, properly protect sensitive customer information and prevent data leakage.

Manage the on-site team of inquiry specialists, monitor work quality and ensure all operations meet compliance requirements.

About you

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

Bachelor's degree or above with excellent English and Chinese bilingual skills (listening, speaking, reading & writing).

Basic knowledge of US domestic parcel and freight business.

Meticulous, proficient in Excel.

Strong stress tolerance, able to work under heavy workload and follow shift schedules.

At least 1 year of team supervision experience.

Working Hours

Regular shift: 09:00-18:00, shift rotation required. Take two days off.