On-Site Customer Service Training Lead (Bilingual EN/CN)

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 40,000 - 70,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. is seeking a Customer Service Supervisor to lead an on-site inquiry team in Malaysia.

You will manage inquiries, develop and maintain Q&A documentation, and train CS staff to ensure consistent, accurate responses in line with business standards. The role requires a Bachelor's degree with English and Chinese bilingual skills, familiarity with logistics or cross-border e-commerce customer service, and strong Excel capabilities.

Qualifications

• Bachelor's degree or above with bilingual English and Chinese.
• At least 1 year of team supervision experience.
• Experience in logistics or cross-border e-commerce customer service preferred.
• Proficient in Excel; strong data handling and reporting.
• Excellent written and spoken English and Chinese.

Responsibilities

• Manage customer service inquiry operations on-site.
• Develop and maintain Q&A documentation; train CS teams.
• Oversee on-site team of inquiry specialists; ensure accurate responses and compliance.
• Collect frequent inquiries; categorize issues; compile Q&A and deliver training.
• Update Q&A docs per SOPs and system changes; archive obsolete content.
• Conduct team training after Q&A updates; reduce learning costs.
• Escalate critical cases; participate in QA meetings; propose process improvements.
• Ensure data security and privacy; protect sensitive information; prevent data leakage.
• Monitor on-site team performance; ensure regulatory compliance.
• Support shift scheduling and workload management.

Skills

Bilingual English & Chinese

Team supervision

Stress management

Excel

Education

Bachelor's degree or above

Tools

Excel

Job description

CEKAP LINK TECH SDN. BHD. is seeking a Customer Service Supervisor to lead an on-site inquiry team in Malaysia.

You will manage inquiries, develop and maintain Q&A documentation, and train CS staff to ensure consistent, accurate responses in line with business standards. The role requires a Bachelor's degree with English and Chinese bilingual skills, familiarity with logistics or cross-border e-commerce customer service, and strong Excel capabilities.