Customer Support Specialist

inDrive; Kuala Lumpur; On-site; MYR 40,000 - 54,000; Full time

Job summary

inDrive is seeking a Customer Support Specialist in Malaysia to provide responsive chat, email, and occasional outbound call support. You will diagnose issues, process returns, and maintain detailed CRM records while upholding high service standards and CSAT targets.

The role requires on-site presence in Malaysia and collaboration with global teams. The position emphasizes empathy, accountability, and proactive problem solving in a dynamic environment, with opportunities for professional growth

Qualifications

• 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.

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
• Escalate complex or unresolved cases 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

Skills

Customer Service

Technical Support

Communication Skills

Multitasking

CRM Tools

Languages: English, Malay, Indonesian

Education

Diploma

Tools

CRM Systems

Job description

Customer Support Specialist

Department: Global Customer Support

Employment Type: Full Time

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 statusHandle complex or unresolved cases by escalating them to the relevant internal teams
• Ensure proper escalation of issues for investigation and resolution
• Gather and escalation 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.