Key Account Customer Specialist

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. is seeking a meticulous verification specialist to review customer complaints submitted by merchants and the platform in line with company rules. You will verify within required timelines and communicate results to customers via tickets or templates under SLA.

Additionally, you will escalate high-risk issues, follow SOPs for standardized handling, and participate in weekly QA meetings while safeguarding data privacy.

Qualifications

• Experience in logistics, cross-border e-commerce, or customer service preferred.
• Bachelor’s degree or above.
• Excellent Chinese proficiency and good English skills.
• Basic knowledge of US domestic parcel and freight business.
• Meticulous, detail-oriented, proficient in Excel.
• Able to work under pressure and follow shift schedules.

Responsibilities

• Verify customer complaints submitted by merchants and the platform in line with company rules, complete verification within required timelines and elevate issues as per procedures
• Respond to customers with verification results via ticket system or standard templates under SLA requirements to close tickets timely
• Escalate high-risk complaints immediately and follow SOP strictly to ensure standardized, traceable handling
• Conduct regular self-review, attend weekly QA meetings, share typical cases and propose process optimization suggestions
• Abide by data security and privacy policies, protect sensitive customer information and prevent data leakage

Skills

Attention to detail

Chinese proficiency

English proficiency

Under pressure

Education

Bachelor's degree or above

Tools

Excel

Ticket system

Job description

Verify customer complaints submitted by merchants and the platform in line with company rules. Respond to customers with verification results in writing via ticket system or standard templates under SLA requirements. Escalate high-risk complaints immediately and follow SOP strictly to ensure standardized, traceable handling.

Key responsibilities

Verify customer complaints submitted by merchants and the platform in line with company rules, complete verification within required timelines and elevate issues as per procedures

Respond to customers with verification results in writing via ticket system or standard templates under SLA requirements to close tickets timely

Escalate high-risk complaints immediately and follow SOP strictly to ensure standardized, traceable handling

Conduct regular self-review, attend weekly QA meetings, share typical cases and propose process optimization suggestions

Abide by data security and privacy policies, protect sensitive customer information and prevent data leakage

About you

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

Bachelor's degree or above

Excellent Chinese proficiency and good English skills

Basic knowledge of US domestic parcel and freight business

Meticulous and detail-oriented, proficient in Excel

Able to work under heavy pressure, adapt to high workload and follow shift schedules