Multilingual Customer Support Specialist (On-Site, Malaysia)

InDrive Group; Malaysia; On-site; MYR 30,000 - 54,000; Full time

Job summary

InDrive Group in Malaysia is seeking a Customer Support Specialist to deliver responsive, professional service across chat and email, with occasional outbound calls. On-site role in Malaysia.

You will diagnose and resolve issues, manage returns, refunds, and complaints, and keep detailed CRM records while maintaining high CSAT scores.

A Diploma and at least 1 year in customer service are expected; multilingual skills in Bahasa Indonesia, Malay and English are required to support multiple regions.

Qualifications

• 1 year minimum 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.

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 cases to 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

Customer service

Multitasking

Typing accuracy

Communication skills

CRM systems

Attendance

Language skills

Education

Diploma

Tools

CRM software

Job description

InDrive Group in Malaysia is seeking a Customer Support Specialist to deliver responsive, professional service across chat and email, with occasional outbound calls. On-site role in Malaysia.

You will diagnose and resolve issues, manage returns, refunds, and complaints, and keep detailed CRM records while maintaining high CSAT scores.

A Diploma and at least 1 year in customer service are expected; multilingual skills in Bahasa Indonesia, Malay and English are required to support multiple regions.