Delivery Complaint Adjudication & Optimization Specialist

CEKAP LINK TECH SDN. BHD.

Kuala Lumpur

On-site

MYR 45,000 - 67,000

Full time

3 days ago

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Job summary

CEKAP LINK TECH SDN. BHD. in Kuala Lumpur is seeking a Service Specialist to resolve complaints from package recipients, determine liability in the delivery process, and escalate complex cases in line with SOPs.

You will also perform ad-hoc verifications, support DSP delivery service improvements, participate in weekly quality meetings, handle data securely, and ensure protection of customer address information while maintaining composure under shift schedules.

Qualifications

Relevant work experience in logistics, e-commerce, or customer service.
Fluent in written English and basic understanding of U.S. delivery services.
Meticulous and detail-oriented with strong Excel skills.
Able to work under pressure and adapt to shift schedules.

Responsibilities

Resolve complaints initiated by recipients after package delivery, and determine liability related to the driver's delivery process.
Escalate ambiguous or abnormal cases in a timely manner and strictly follow SOPs to ensure consistency and standardization in complaint follow-up.
Perform ad-hoc verification tasks upon request.
Identify unreasonable rules during liability determination and coordinate DSP delivery service improvements.
Regularly participate in quality meetings, share cases, and propose process optimizations.
Adhere to data security and privacy regulations and protect customer address information.