Investigation & Complaint Resolution Specialist

IntelliPro; Kuala Lumpur; On-site; MYR 42,000 - 62,000; Full time

Job summary

IntelliPro in Kuala Lumpur, Malaysia, is seeking a Customer Service/Investigation/Compliance professional (Permanent). You will handle customer complaints from initial intake through resolution, coordinating with Legal, Operations, Business, Technology, and other teams to investigate and resolve issues.

The ideal candidate has a degree (SPM/ Diploma/ Bachelor's) with strong English and Mandarin reading and writing skills, experience in complaint handling or escalation management, and solid

Qualifications

• Degree or diploma with strong English/Mandarin reading and writing skills.
• Previous complaint handling experience preferred in service, logistics or escalation management.
• Good analytical, investigative, and problem-solving abilities.

Responsibilities

• Handle and follow up on customer complaints and escalated cases from investigation to resolution.
• Coordinate with Legal, Operations, Business, Technology and other teams to investigate issues.
• Communicate updates to customers throughout the resolution process.
• Conduct root cause analysis to understand why issues occurred.
• Own cases, ensure proper follow-up and closure, monitor progress.
• Analyze complaint data to identify trends and areas for improvement.
• Prepare reports and insights to support business/process enhancements.
• Identify opportunities to improve complaint handling processes and procedures.

Skills

Strong English/Mandarin reading and

Communication and teamwork

Problem-solving

Risk identification

Data analysis basics

Education

SPM or Diploma or Bachelor’s degree

Job description

IntelliPro in Kuala Lumpur, Malaysia, is seeking a Customer Service/Investigation/Compliance professional (Permanent). You will handle customer complaints from initial intake through resolution, coordinating with Legal, Operations, Business, Technology, and other teams to investigate and resolve issues.

The ideal candidate has a degree (SPM/ Diploma/ Bachelor's) with strong English and Mandarin reading and writing skills, experience in complaint handling or escalation management, and solid