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Open nowFirst seen 36 hours ago

User Resolution Specialist

inDriver156 open roles

Where
Kuala Lumpur, Federal Territory of Kuala Lumpur
Work mode
Hybrid
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Your applicationOpen nowUser Resolution SpecialistinDriver · Kuala Lumpur, Federal Territory of Kuala Lumpur

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on inDriver's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

11.5% of postings close within 7 days. Measured by our own scanner across the market. inDriver postings stay open a median of 1 days.

Share of postings closed within
  1. 2.0%1 day
  2. 4.3%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: first seen 36 hours ago

inDriver median: 1 days open

The posting

We are looking for a Customer Support Specialist to deliver responsive, professional, and high-quality customer support. This role is key in ensuring customer issues are resolved efficiently while providing an excellent service experience across chat, email, and occasional outbound calls.

Key Responsibilities

  • Handle customer inquiries via live chat and email as primary channels, with occasional outbound calls for follow-ups and verification
  • Diagnose, troubleshoot, and resolve customer issues accurately and efficiently
  • Manage returns, exchanges, refunds, and customer complaints in line with company guidelines
  • Maintain accurate and detailed records of customer interactions in the CRM system
  • Provide timely updates to customers on case progress and resolution status
  • Handle complex or unresolved cases by escalating them to the relevant internal teams
  • Ensure proper escalation of issues for investigation and resolution
  • Gather and escalate customer feedback to support continuous improvement
  • Maintain high standards of professionalism, empathy, and service quality in all interactions
  • Support the achievement of CSAT and other performance KPIs
  • Able to work on site

Skills, Knowledge and Expertise

  • Minimum 1 year of experience in Customer Service, Technical Support, or Contact Center environment
  • Minimum Diploma in any field
  • Strong typing skills with high accuracy for real-time case handling
  • Ability to multitask and manage 3 to 5 live chat conversations simultaneously
  • Comfortable working in a fast-paced environment with frequent updates and changes
  • Strong communication skills, both written and verbal
  • Good problem-solving and troubleshooting abilities
  • Experience using CRM systems or support tools is an advantage
  • Strong sense of accountability, ownership, and customer focus
  • Reliable with strong attendance and punctuality record
  • Flexibility to be assigned to support different regions on an ad hoc basis
  • Languages: Bahasa( Indonesian), Malay and English are needed.

Why join us

  • Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries.
  • Develop your professional skills with access to mentoring, career consulting, and learning programs.
  • Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
  • Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
  • Work alongside people who take initiative, speak openly, and challenge themselves to grow.
  • Improve your language skills through co-financed courses and internal speaking clubs.
  • Final benefits may vary depending on the location.
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One press. We do the rest.

  1. A CV for this posting

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  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on inDriver's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

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    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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  6. The interview in your calendar

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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