User Resolution Specialist

Department: Global Customer Support

Location: Malaysia

Description 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.