Quality & Training Lead — Customer Service & Investigations

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answers to ensure accuracy and consistency; synchronize updates to business rules, SOPs and system changes; revise outdated Q&As.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

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