User Resolution Specialist
inDrive
Salary undisclosed
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Description
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.
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.
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 this role
inDrive's Customer Support Specialist role is a full-time, in-office position handling customer inquiries across multiple channels—primarily live chat and email, with occasional outbound calls. You'll diagnose and resolve issues, manage returns and refunds, maintain CRM records, and escalate complex cases to internal teams. The work demands strong multitasking ability, as you'll juggle three to five simultaneous chat conversations while maintaining high accuracy and professionalism under pressure.
The role suits someone with at least one year of customer service or contact center experience and comfort in fast-paced, frequently changing environments. You'll need fluency in Bahasa Indonesia, Malay, and English; strong typing skills; and solid problem-solving abilities. The position requires on-site attendance in Malaysia with flexibility to support different regions as needed, and accountability for meeting CSAT and other performance metrics.
Beyond the day-to-day support work, inDrive offers professional development through mentoring and learning programs, exposure to international teams via their Global Talent Exchange Program, and language skill improvement through co-financed courses. You'll also have opportunities to participate in company challenges, sports activities, and employee-led social impact initiatives.
How this employer is doing
average
- Leadership Change
In the news
inDrive Appoints Former Lyft CFO Elaine Paul as an Independent Board Director, Business Wire
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable User Resolution Specialist postings in your area, and analyze any offer before you accept it.
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