SEA User Resolution Specialist (Malaysia based) – Malaysia
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.
- 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
- 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
