Quality Inspection & Training Customer Service Specialist

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 42,000 - 72,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. is seeking a Quality Inspection & Training Customer Service Specialist to lead the POD Investigation team and drive knowledge management.

You will develop standardized Q&A repositories, conduct targeted training, and oversee daily operations with a focus on quality and process improvements. The role demands bilingual proficiency in English and Mandarin, a Bachelor’s degree, at least one year in a supervisory capacity, and familiarity with logistics or cross-border

Qualifications

• Bachelor's degree preferred.
• 1 year of team management or supervisory experience.
• Proficient in English and Mandarin.
• Logistics, cross-border e-commerce, or customer service experience preferred.
• Basic understanding of US domestic parcel and freight operations.
• Meticulous and detail-oriented.
• Strong problem-solving in high-pressure environment.
• Proficient in Excel for data tracking and analysis.

Responsibilities

• Collect and analyze high-frequency inquiries from the customer service team; categorize issues; develop Q&A lists and targeted training sessions.
• Draft standardized answers to ensure accuracy and consistency; synchronize updates to business rules, SOPs and system changes; revise outdated Q&As.
• Conduct team training sessions after Q&A updates to ensure rapid adoption and explain high-frequency/complex issues.
• Manage and track escalation of major exception cases; ensure timely resolution and proper documentation.
• Participate in weekly QA meetings; share typical case studies and propose actionable optimization suggestions for processes.
• Strictly adhere to data security and privacy regulations; safeguard confidential customer information.
• Oversee on-site management of the POD Investigation Specialist team; monitor quality to ensure outputs meet standards.

Skills

Team management

English

Mandarin

Data analysis

Education

Bachelor's degree

Tools

Microsoft Excel

Job description

Quality Inspection & Training Customer Service Specialist

We are seeking an experienced and meticulous Team Lead to manage our POD Investigation team and drive knowledge management initiatives. In this dual-focused role, you will be responsible for developing standardized Q&A repositories, conducting targeted training, and overseeing the daily operations and quality of the investigation team.

Key responsibilities

Collect and analyze high-frequency inquiries from the customer service team. Categorize issues into general and scenario-specific queries to develop comprehensive Q&A lists and deliver targeted training sessions.

Draft standardized answers to ensure accuracy and consistency in communication. Synchronize updates regarding business rules, SOPs, and system changes; promptly revise outdated Q&As and remove obsolete content.

Conduct team training sessions following Q&A updates to ensure rapid adoption. Provide supplementary explanations for high-frequency and complex issues to minimize learning curves and improve team efficiency.

Manage and track the escalation of major exception cases, ensuring timely resolution and proper documentation.

Conduct regular self-reviews and actively participate in weekly QA meetings. Share typical case studies and propose actionable optimization suggestions for existing business processes.

Strictly adhere to company data security and privacy regulations. Safeguard confidential customer information and prevent any risk of data breaches.

Oversee the on-site management of the POD Investigation Specialist team. Monitor operational quality to ensure all business outputs are compliant and meet established standards.

About you

Bachelor's degree preferred.

Excellent spoken and written proficiency in both English and Mandarin is required.

Minimum of 1 year of team management or supervisory experience.

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

Basic understanding of US domestic parcel and freight operations.

Highly meticulous and detail-oriented.

Strong problem-solving skills with the ability to thrive in a high-pressure, fast-paced environment.

Proficient in Microsoft Excel for data tracking, reporting, and analysis.

Willing to accommodate shift-based scheduling.