SEA User Resolution Specialist (Malaysia based)
inDrive
Customer Service
Posted on May 22, 2026
We are looking for a SEA User Resolution Specialist to deliver responsive, professional, and high-quality customer support across Southeast Asia. This role is key in ensuring customer issues are resolved efficiently while providing an excellent service experience across chat, email, and occasional outbound calls.
- Department
- Customer Service and Experience
- Employment Type
- Full Time
- Location
- Malaysia
- Address
- Kuala Lumpur, Federal Territory of Kuala Lumpur
- Workplace type
- Onsite
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
About inDrive
inDrive is a global tech company on a mission to challenge injustice. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world’s top ride-hailing apps, now with 360M installs across 48 countries.
Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. Our goal is to positively impact 1 billion lives by 2030. Through inVision, our non-profit arm, we support education, entrepreneurship, and equality in underserved communities.
Ready to ignite your inner drive?
Our Hiring Process
Stage 1:
Applied
Stage 2:
Talent Acquisition Interview
Stage 3:
Hiring Manager Interview
Stage 4:
Offer
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