The Role
Provide high-quality customer support across chat, email, and occasional calls; troubleshoot and resolve issues, manage returns/refunds, maintain CRM records, escalate complex cases, and support CSAT and performance KPIs. Must work on-site and collaborate with internal teams to improve processes and customer experience across Southeast Asia.
Summary Generated by Built In
We are looking for a SEA User Resolution Specialist to deliver responsive, professional, and high-quality customer support across Southeast Asia. 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.
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
- 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
- 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
- Able to work on site
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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.
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