Delivery Disputes Adjudication Specialist

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 56,000 - 100,000; Full time

Job summary

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).

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.

Skills

Attention to detail

Decision making under pressure

Analytical thinking

Flexible with rotating shifts

Education

Bachelor's degree or above

Tools

MS Excel

Job description

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.