Global Customer Support Specialist (Malaysia)

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

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