KA customer Specialist

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. in Kuala Lumpur is seeking a detailed-oriented verifier to handle customer complaints from merchants and the platform. You will ensure responses are written and documented within SLA, and escalate high-risk issues per SOP while maintaining data security.

The role requires a Bachelor's degree or above, strong Mandarin skills, and a background in logistics or cross-border e-commerce. Ability to cope with high-pressure workloads and shift schedules is preferred.

Qualifications

• Bachelor's degree or above.
• Excellent Mandarin listening, speaking, reading and writing.
• Experience in logistics or cross-border e-commerce preferred.
• Basic knowledge of parcel and freight services in the US.

Responsibilities

• Verify customer complaints submitted by merchants and the platform in accordance with company rules and regulations within specified time limits.
• Respond to clients in writing with verification results via ticket system or standard template in accordance with SLA requirements.
• Report high-risk complaints immediately and carry out all work in strict accordance with SOP.
• Conduct regular self-inspection and participate in weekly quality inspection meetings.
• Share typical cases and propose optimization suggestions for existing business processes.
• Comply with company data security and privacy management regulations and properly keep customers' classified and sensitive information.

Skills

Mandarin proficiency

Excel

Office software

Education

Bachelor's degree

Tools

Office suite

Job description

Verify customer complaints submitted by merchants and the platform in accordance with the company's rules and regulations. Complete verification within the specified time limit and elevate issues as required by the process. Respond to clients in writing with verification results via the ticket system or standard template in accordance with Service Level Agreement (SLA) requirements to ensure timely ticket closure.

Key responsibilities

Verify customer complaints submitted by merchants and the platform in accordance with company rules and regulations within specified time limits.

Respond to clients in writing with verification results via ticket system or standard template in accordance with SLA requirements.

Report high-risk complaints immediately and carry out all work in strict accordance with Standard Operating Procedure (SOP).

Conduct regular self-inspection and work review; participate in weekly quality inspection meetings.

Share typical cases and put forward optimization suggestions for existing business processes.

Comply with company data security and privacy management regulations and properly keep customers' classified and sensitive information.

About you

Working experience in logistics, cross-border e-commerce or customer service preferred

Bachelor's degree or above

Excellent Mandarin skills in listening, speaking, reading and writing

Basic knowledge of parcel and freight services within the US

Meticulous and detail-oriented

Proficient in Excel and other office software

Strong resistance to pressure and able to adapt to high-intensity work

Capable of cooperating with shift scheduling arrangements

"We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."