SME Customer 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. in Kuala Lumpur seeks a meticulous SME Client Investigation Specialist to handle complaints from merchants and platforms.

You will conduct timely investigations, reply via ticketing systems, and ensure adherence to SLAs and SOPs. The ideal candidate is detail-oriented, fluent in Mandarin with strong English, and has a basic understanding of US logistics, willing to work in shift-based full-time roles.

Qualifications

• Bachelor's degree preferred.
• Mandarin fluency in spoken and written form; strong English communication skills.
• Experience in logistics, cross-border e-commerce, or customer service preferred.
• Basic understanding of US domestic parcel and freight operations.
• Proficiency in Microsoft Excel for data tracking and reporting.

Responsibilities

• Verify and investigate customer complaints submitted by merchants and platforms.
• Respond to customers in writing with investigation results via ticketing systems or templates.
• Escalate high-risk complaints per SOPs and ensure timely resolution.
• Participate in weekly QA meetings and share case studies with actionable optimizations.

Skills

Mandarin fluency

English communication

Excel

Education

Bachelor's degree

Job description

We are looking for a meticulous SME Client Investigation Specialist to handle customer complaints submitted by merchants and platforms. In this role, you will be responsible for conducting timely investigations, replying to customers via ticketing systems, and ensuring strict adherence to SLAs and SOPs. The ideal candidate is detail-oriented, possesses strong Mandarin communication skills, and has a foundational understanding of US logistics. This is a full-time, shift-based position.

Key Responsibilities

• Complaint Verification & Escalation: Verify customer complaints submitted by merchants and platforms in accordance with company policies. Complete investigations within the specified timeframe and escalation issues according to standard procedures.
• SLA Compliance & Ticket Closure: Respond to customers in writing with investigation results via the ticketing system or standard templates, strictly adhering to Service Level Agreements (SLAs) to ensure timely ticket closure.
• Risk Management & SOP Adherence: Immediately report high-risk complaints. Strictly follow Standard Operating Procedures (SOPs) to ensure all handling processes are standardized, uniform, and fully traceable.
• Continuous Improvement & QA: Conduct regular self-reviews and actively participate in weekly quality assurance meetings. Share typical case studies and propose actionable optimization suggestions for existing business processes.
• Data Privacy & Compliance: Strictly comply with company data security and privacy regulations. Safeguard confidential customer information and prevent any risk of data breaches.

Requirements

• Education & Language: Bachelor’s degree preferred. Excellent spoken and written proficiency in Mandarin, and strong English communication skills.
• Experience: Prior experience in logistics, cross-border e-commerce, or customer service is highly preferred.
• Domain Knowledge: Basic understanding of US domestic parcel and freight operations.
• Core Competencies: Highly meticulous and detail-oriented. Strong problem-solving skills with the ability to thrive in a high-pressure, fast-paced environment.
• Technical Skills: Proficient in Microsoft Excel for data tracking and reporting.
• Shift Flexibility: Willing to accommodate shift-based scheduling.