The Role
Handle customer inquiries via phone and email, resolve escalated and sensitive cases, process user requests through internal platforms, collect data for reporting, and recommend workflow improvements to reduce case recurrence.
Summary Generated by Built In
We are looking for a dedicated Customer Resolution Specialist to join our Malaysia team. If you thrive in a fast-paced environment, stay calm under pressure, and are passionate about delivering exceptional customer experiences, we want to hear from you!
Key Responsibilities
Customer Engagement
- Responding to customer inquiries via phone and email, delivering clear and professional communication, addressing concerns, and ensuring a consistently high standard of service.
Case Handling
- Managing sensitive and complex situations effectively, including conflict resolution, escalated complaints, and cases requiring careful judgment and discretion.
Administrative Processing
- Reviewing and actioning user requests through internal platforms, including appeals, follow-ups, and email correspondence.
Reporting & Analysis
- Collecting and organizing relevant data to support operational reporting and trend analysis.
Operational Enhancement
- Proactively identifying gaps in current workflows and recommending improvements to increase efficiency and reduce case recurrence.
Skills, Knowledge & Expertise
- Strong verbal and written communication skills in English and Malay languages.
- High level of resilience and accountability in demanding situations.
- Self-driven with a proactive, solutions-oriented mindset.
- Ability to manage high volumes of work across multiple tasks simultaneously.
Job Benefits
- 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
About
inDrive is a global tech company on a mission to challenge injustice. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world’s top ride-hailing apps, now with 360M installs across 48 countries.Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. Our goal is to positively impact 1 billion lives by 2030. Through inVision, our non-profit arm, we support education, entrepreneurship, and equality in underserved communities.Ready to ignite your inner drive?
Skills Required
- Fluent verbal and written communication in English and Malay
- Experience responding to customer inquiries via phone and email
- Experience handling escalated complaints, conflict resolution, and sensitive cases requiring discretion
- Ability to review and action user requests through internal platforms (appeals, follow-ups, email)
- Ability to collect and organize data to support operational reporting and trend analysis
- High resilience, accountability, self-driven and solutions-oriented mindset; ability to manage high volumes and multiple tasks
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The Company
What We Do
inDrive is a global IT and transportation platform inDrive is one of the world’s fastest growing online ride-hailing services. Its services are available in over 749 cities in 46 countries throughout the world. The Company’s app has been downloaded over 150 million times. inDrive offers other services, including intercity transportation, freight and cargo services, as well as delivery services in different markets of operations. inDrive is based in Mountain View, California, and operates regional hubs in the Americas, Asia, the Middle East, Africa and the countries of the CIS, and employs over 2,000 people. In early 2021, inDrive achieved unicorn status after closing a $140m investment round with Insight Partners, General Catalyst, and Bond Capital, which valued the company at $1.23 billion.
