User Resolution Specialist

We are looking for a Customer Support Specialist to deliver responsive, professional, and high-quality customer support. 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
Languages: Bahasa( Indonesian), Malay and English are needed.