Delivery Operations & Claims Optimization Specialist

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

Job summary

CEKAP LINK TECH SDN. BHD. in Kuala Lumpur is seeking a Business Optimization Service Specialist-CS Complaint Adjudication to resolve post-delivery complaints, assess liability, and ensure SOP adherence while protecting customer data.

The role collaborates with logistics, e-commerce, customer service and DSP partners, performing ad-hoc verifications, using Excel for data checks, and proposing process improvements to raise service quality.

Qualifications

• Bachelor's degree or above.
• Fluent in written English with basic understanding of U.S. delivery services.
• Meticulous and detail-oriented; proficient in Excel.

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; strictly follow SOPs to ensure consistency and standardization in complaint follow-up
• Perform ad-hoc verification tasks upon request
• During liability determination, identify unreasonable rules and coordinate the optimization of DSP (delivery service partner) delivery service standards
• Regularly conduct personal work reviews; actively participate in departmental quality weekly meetings, share cases, and propose process optimization suggestions
• Strictly adhere to data security and privacy protection regulations, maintain confidentiality regarding customer address data, and eliminate the risk of data leaks

Skills

Excel proficiency

Detail-oriented

Under pressure

Shift flexibility

Education

Bachelor's degree or above

Job description

CEKAP LINK TECH SDN. BHD. in Kuala Lumpur is seeking a Business Optimization Service Specialist-CS Complaint Adjudication to resolve post-delivery complaints, assess liability, and ensure SOP adherence while protecting customer data.

The role collaborates with logistics, e-commerce, customer service and DSP partners, performing ad-hoc verifications, using Excel for data checks, and proposing process improvements to raise service quality.