KA Service Specialist（mandarin）

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. is seeking a meticulous SME Client Investigation Specialist to handle merchant and platform complaints, conduct timely investigations, and resolve issues within SLAs.

You will respond in Mandarin and English using our ticketing system, follow SOPs for standardized processes, and participate in weekly QA meetings to share case studies and optimization ideas. Candidates with logistics or cross-border e-commerce experience, strong Excel skills, and a willingness to work

Qualifications

• Bachelor's degree preferred.
• Excellent spoken and written proficiency in Mandarin; strong English communication.
• Experience in logistics, cross-border e-commerce, or customer service preferred.
• Basic understanding of US domestic parcel operations.

Responsibilities

• Verify customer complaints submitted by merchants and platforms in accordance with company policies.
• Complete investigations within the specified timeframe and escalate issues according to standard procedures.
• Respond to customers in writing with investigation results via the ticketing system or standard templates, adhering to SLAs.
• Immediately report high-risk complaints and follow SOPs to ensure standardized, traceable handling processes.
• Conduct regular self-reviews and participate in weekly quality assurance meetings; share case studies and optimization suggestions.
• Strictly comply with data security and privacy regulations and safeguard confidential information.

Skills

Mandarin fluency

English communication

Excel

Data analysis

Attention to detail

Shift work

Customer service

Education

Bachelor's degree

Tools

Ticketing system

Job description

We are looking for a meticulous SME Client Investigation Specialist to handle customer complaints submitted by merchants and platforms. In this role, you will be responsible for conducting timely investigations, replying to customers via ticketing systems, and ensuring strict adherence to SLAs and SOPs. This is a shift-based position.

Key responsibilities

Verify customer complaints submitted by merchants and platforms in accordance with company policies. Complete investigations within the specified timeframe and escalate issues according to standard procedures.

Respond to customers in writing with investigation results via the ticketing system or standard templates, strictly adhering to Service Level Agreements (SLAs) to ensure timely ticket closure.

Immediately report high-risk complaints. Strictly follow Standard Operating Procedures (SOPs) to ensure all handling processes are standardized, uniform, and fully traceable.

Conduct regular self-reviews and actively participate in weekly quality assurance meetings. Share typical case studies and propose actionable optimization suggestions for existing business processes.

Strictly comply with company data security and privacy regulations. Safeguard confidential customer information and prevent any risk of data breaches.

About you

Bachelor's degree preferred.

Excellent spoken and written proficiency in Mandarin, and strong English communication skills. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

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

Basic understanding of US domestic parcel and freight operations.

Highly meticulous and detail-oriented.

Strong problem-solving skills with the ability to thrive in a high-pressure, fast-paced environment.

Proficient in Microsoft Excel for data tracking and reporting.

Willing to accommodate shift-based scheduling.