Delivery Complaint Adjudication Executive- logistic（mandarin）

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; Sur place; MYR 56 000 - 100 000; Plein temps

Résumé du poste

CEKAP LINK TECH SDN. BHD. is seeking an Delivery Complaint Adjudication Executive to review post-delivery complaints and determine driver-side accountability. The role requires strict SOP adherence, data privacy, and concise English reporting.

You will analyze delivery evidence, tracking data, and write adjudication notes while escalating unclear cases and contributing to DSP SOP improvements. Attractive for organized, detail-oriented professionals.

Qualifications

• Bachelor’s degree or above.
• Prior experience in logistics, e-commerce, or customer service is preferred.
• Written English—fluent (you'll be writing adjudication notes and case reports).
• Mandarin is a plus — internal team collaboration.
• Bahasa Malaysia is a plus.
• Basic understanding of US parcel/express delivery operations (tracking scans, delivery attempts, last-mile terminology, DSP model).

Responsabilités

• Adjudicate post-delivery complaints raised by recipients after parcel delivery.
• Determine driver / delivery-side accountability for each case.
• Flag unclear or borderline cases immediately for escalation.
• Follow the SOP strictly — every complaint handled consistently and traceably.
• Perform ad-hoc workbench review tasks as assigned by the team.
• Coordinate to improve DSP (Delivery Service Partner) delivery standards and SOPs when unreasonable rules are identified.
• Conduct regular personal case reviews.
• Join weekly quality meetings: share typical cases and propose process improvements.
• Follow all data security and privacy rules and keep customer address data strictly confidential.

Connaissances

Attention to detail

Decision making under pressure

Analytical thinking

Flexible with rotating shifts

Formation

Bachelor's degree or above

Outils

MS Excel

Description du poste

As our Delivery Complaint Adjudication Executive, you review post-delivery complaints from recipients, judge whether the issue happened on the driver's side of the last-mile journey, and make the call: who's accountable? You'll follow a strict SOP so every case is decided consistently, flag ambiguous ones for escalation, and feed your findings back into improving our delivery partner standards. This is a detail-oriented decision role — not generic customer service. You'll read delivery evidence, check tracking data, and write clear written verdicts in English.

Key responsibilities

Adjudicate post-delivery complaints raised by recipients after parcel delivery

Determine driver / delivery-side accountability for each case

Flag unclear or borderline cases immediately for escalation

Follow the SOP strictly — every complaint handled consistently and traceably

Perform ad-hoc workbench review tasks as assigned by the team

Coordinate to improve DSP (Delivery Service Partner) delivery standards and SOPs when unreasonable rules are identified

Conduct regular personal case reviews

Join weekly quality meetings: share typical cases and propose process improvements

Follow all data security and privacy rules and keep customer address data strictly confidential

About you

Bachelor's degree or above

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

Written English — fluent (you'll be writing adjudication notes and case reports)

Mandarin is a plus — internal team collaboration

Bahasa Malaysia is a plus

Basic understanding of US parcel / express delivery operations (tracking scans, delivery attempts, last-mile terminology, DSP model)

Proficient in MS Excel — comfortable with data entry, filtering, and basic summarisation

Meticulous and fair-minded — you make the right call, not the easy call

High-pressure tolerance with a high case volume

Flexible with rotating shift schedules

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Logistics Executive?
• Which of the following types of qualifications do you have?
• How would you rate your Mandarin language skills?

What can I earn as a Logistics Executive