SEA User Resolution Specialist (Customer Support)

TL;DR

SEA User Resolution Specialist (Customer Support): Delivering responsive and professional customer support across Southeast Asia with an accent on issue resolution via chat and email. Focus on troubleshooting customer problems, managing refunds, and maintaining high CSAT performance.

Location: Onsite in Kuala Lumpur, Malaysia

Company

A global tech company specializing in ride-hailing, freight, delivery, and financial services with a mission to challenge injustice.

What you will do

• Handle customer inquiries via live chat, email, and occasional outbound calls.
• Diagnose, troubleshoot, and resolve user issues accurately and efficiently.
• Manage returns, exchanges, refunds, and customer complaints according to company guidelines.
• Maintain detailed interaction records in the CRM and provide timely case updates.
• Escalate complex cases to internal teams and gather customer feedback for improvement.
• Contribute to the achievement of CSAT and other performance KPIs.

Requirements

• Minimum 1 year of experience in Customer Service, Technical Support, or Contact Center environment.
• Diploma in any field.
• Must be based in and able to work onsite in Kuala Lumpur, Malaysia.
• Strong typing skills with the ability to manage 3 to 5 live chats simultaneously.
• Strong written and verbal communication skills.
• Proven problem-solving and troubleshooting abilities.

Nice to have

• Experience using CRM systems or support tools.

Culture & Benefits

• Opportunity to work in a global tech company operating in 48 countries.
• Mission-driven environment focused on challenging injustice and putting people first.
• Engagement with a wide range of services including ride-hailing, freight, and financial services.
• Commitment to social impact through the inVision non-profit arm.

Hiring process

• Talent Acquisition Interview.
• Hiring Manager Interview.
• Offer.