QC & Training Customer Service Specialist

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

Job summary

CEKAP LINK TECH SDN. BHD. is seeking a meticulous QC & Training Customer Service Specialist to oversee the POD Investigation team's daily operations, ensure quality performance, and lead knowledge-management projects.

This full-time role includes building Q&A libraries, delivering targeted training, and supervising end-to-end workflows in a fast-paced environment. The ideal candidate will be bilingual in Mandarin and English, have at least one year of team leadership, and possess solid logistics

Qualifications

• Bachelor’s Degree preferred; bilingual Mandarin and English required.
• Minimum 1 year of team-management or supervisory experience.
• Experience in logistics, cross-border e-commerce or customer-service operations is advantageous.
• Proficient in MS Excel for tracking, reporting and data analysis.
• Willing to work rotating shifts.

Responsibilities

• Oversee POD Investigation team daily operations and quality performance.
• Build standard Q&A knowledge repositories and train the team.
• Standardize replies and maintain SOP updates.
• Train new hires and onboard them to processes.
• Monitor escalated cases and ensure timely resolution.
• Lead QA reviews and suggest process improvements.
• Ensure data security and confidentiality of customer information.

Skills

Team leadership

Mandarin

English

Attention to detail

Microsoft Excel

Logistics knowledge

Quality assurance

Data analysis

Education

Bachelor’s Degree

Tools

Microsoft Excel

Job description

QC & Training Customer Service Specialist

We are looking for a meticulous Team Lead to oversee daily operations and quality performance of our POD Investigation team, while taking charge of knowledge‑management projects. This dual‑role covers building standard Q&A knowledge repositories, delivering targeted team training, and supervising end‑to‑end investigation workflows. You must possess solid bilingual communication capabilities and practical understanding of US logistics, with proven hands‑on team‑leadership track record. This is a full‑time position with rotating shift arrangements.

Key Responsibilities

• Knowledge Management & Q&A Repository Building Collect and analyse frequent enquiries raised by customer‑service teams. Classify general and scenario‑based issues to build comprehensive Q&A libraries and organise targeted training sessions for the team.
• Standardisation & SOP Maintenance Develop standardised reply templates to guarantee consistent and accurate communication. Roll out updates for business rules, SOP revisions and system changes; revise or archive outdated Q&A materials in a timely manner.
• Training & New‑hire Onboarding Deliver team training whenever Q&A or business rules are updated to facilitate fast knowledge adoption. Provide extra guidance for frequent and complex cases, shorten team learning curve and boost overall operational efficiency.
• Escalated Case Management Monitor and follow up major escalated exception cases. Ensure timely resolution and complete documentation for all high‑impact incidents.
• Quality Assurance & Process Improvement Lead regular case quality reviews and attend weekly QA review meetings. Share real‑world case studies and propose practical improvement recommendations to optimise existing workflows.
• Data Security & Confidentiality Comply strictly with company data‑security and privacy policies. Protect confidential customer data and eliminate potential data‑leakage risks.
• Team Leadership & Daily Operations Manage day‑to‑day performance of the POD Investigation team. Monitor operation quality to ensure all deliverables follow internal compliance standards.

Requirements

• Education & Language: Bachelor’s Degree is preferred. Excellent spoken and written skills in both Mandarin and English are mandatory.
• Experience: Minimum 1year of team‑management or supervisory working experience. Background in logistics, cross‑border e‑commerce or customer‑service operations is highly advantageous.
• Industry Knowledge: Basic working knowledge of US domestic parcel and freight operations.
• Personal Traits: Highly meticulous and detail‑minded. Strong problem‑solving skills; capable of delivering results in fast‑paced, high‑pressure working environments.
• Technical Skills: Proficient in Microsoft Excel for case tracking, reporting and data analysis.
• Work Arrangement: Must be willing to work rotating shifts.