KA Service Specialist (Logistics)

Cekap Technical Services Sdn Bhd; Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Job summary

Cekap Technical Services Sdn Bhd is seeking a detail-oriented professional to handle customer complaints and investigations within logistics and cross-border e-commerce contexts. The role emphasizes strict adherence to SOPs, data security, and timely resolution of tickets.

You will respond in writing, ensure SLA compliance, and participate in quality assurance meetings to drive process improvements. Strong Excel skills and English proficiency are required, with Chinese language ability

Qualifications

• Experience in logistics, cross-border e-commerce, or customer service is preferred.
• Proficient in Excel.

Responsibilities

• Verify customer complaints with merchants and platform per company policies; complete investigations within the required timeframe.
• Respond to customers in writing with investigation results through tickets or templates, meeting SLA requirements and closing tickets promptly.
• Escalate high-risk complaints immediately; follow SOP to ensure consistent, traceable handling.
• Participate in weekly quality assurance meetings; share typical cases and propose process improvements.
• Comply with data security and privacy management regulations; safeguard customer information and prevent data leakage.

Skills

Logistics

Cross-border e-commerce

Customer service

Excel

Education

Bachelor's degree or above

Job description

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 elevate 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.