SEA User Resolution Specialist (Malaysia based)

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