POD Investigation Specialist

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. seeks a detail-oriented specialist to verify customer complaints from merchants and platform users, conducting investigations and escalations in line with policies and SOPs.

The role emphasizes timely responses through the ticketing system and strict SLA adherence. The ideal candidate has logistics or cross-border e-commerce exposure, strong Excel skills, and excellent Chinese abilities with solid English proficiency, ready to handle high-intensity workloads including

Qualifications

• Bachelor's degree or above.
• Excellent Chinese language skills (listening, speaking, reading, writing) with strong English proficiency.
• Basic knowledge of domestic parcel and freight operations within the United States.
• Proficient in Excel.
• Ability to work under pressure and handle high-intensity workloads.

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 SLA requirements.
• Escalate high-risk complaints immediately; follow SOP 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; safeguard customers' confidential information and prevent data leakage.

Skills

Attention to detail

Excel

English proficiency

Chinese language

Communication

Education

Bachelor's degree

Tools

Ticketing system

Job description

This role involves verifying customer complaints submitted by merchants and the platform in accordance with company policies and regulations, completing investigation work within required timeframes, and escalating issues following established procedures.

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.