KA Service Specialist (Logistics)

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 45,000 - 65,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. is seeking a Logistics Specialist in Kuala Lumpur to verify customer complaints from merchants and the platform, complete investigations within required timeframes, and escalate issues following SOPs.

You will respond with results, adhere to SLA, and ensure timely closure of tickets. The role requires a Bachelor's degree, excellent Chinese and English skills, basic knowledge of domestic parcel and freight operations, and proficiency in Excel.

Qualifications

• Experience in logistics, cross-border e-commerce, or customer service preferred.
• Bachelor's degree or above.
• Excellent Chinese listening, speaking, reading, and writing skills with strong English proficiency.
• Basic knowledge of domestic parcel and freight operations within the United States.
• Meticulous and detail-oriented, proficient in Excel.
• Willing to work rotating shifts as scheduled.

Responsibilities

• Verify customer complaints submitted by merchants and the platform in accordance with company policies and regulations; complete investigation work within the required timeframe and upscale issues following established procedures.
• Respond to customers in writing with investigation results through the ticketing system or standard templates, in compliance with SLA requirements, ensuring tickets are closed in a timely manner.
• Escalate high-risk complaints immediately; strictly follow SOP throughout the entire process to ensure consistent, standardized, and fully traceable handling.
• Conduct regular self-reviews and retrospectives; participate in weekly quality assurance meetings to share typical cases and propose optimization suggestions for existing business processes.
• Comply with company data security and privacy management regulations; properly safeguard customers' confidential and sensitive information, and prevent any data leakage.

Skills

Customer service

Investigation

SLA compliance

SOP adherence

Communication (Chinese/English)

Education

Bachelor's degree or above

Tools

Excel

Job description

This role involves verifying customer complaints submitted by merchants and the platform in accordance with company policies and regulations, completing investigation work within required timeframes, and escalating issues following established procedures.

Key responsibilities

Verify customer complaints submitted by merchants and the platform side in accordance with company policies and regulations; complete investigation work within the required timeframe and upscale issues following established procedures.

Respond to customers in writing with investigation results through the ticketing system or standard templates, in compliance with Service Level Agreement (SLA) requirements, ensuring tickets are closed in a timely manner.

Escalate high-risk complaints immediately; strictly follow Standard Operating Procedures (SOP) throughout the entire process to ensure consistent, standardized, and fully traceable handling.

Conduct regular self-reviews and retrospectives; participate in weekly quality assurance meetings to share typical cases and propose optimization suggestions for existing business processes.

Comply with company data security and privacy management regulations; properly safeguard customers' confidential and sensitive information, and prevent any data leakage.

About you

Prior experience in logistics, cross-border e-commerce, or customer service is preferred.

Bachelor's degree or above.

Excellent Chinese listening, speaking, reading, and writing skills, with strong English proficiency.

Basic knowledge of domestic parcel and freight operations within the United States.

Meticulous and detail-oriented, proficient in Excel.

Strong ability to work under pressure and adapt to high-intensity workloads; willing to work rotating shifts as scheduled.

What can I earn as a Logistics Specialist