Logistics Complaint Investigator & SLA Specialist

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; Presencial; MYR 45.000 - 65.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Investigation

SLA compliance

SOP adherence

Communication (Chinese/English)

Educación

Bachelor's degree or above

Herramientas

Excel

Descripción del empleo

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.