Job Description

SEA User Resolution Specialist (Malaysia based)

Department: Customer Service and Experience

Employment Type: Full Time

Location: Malaysia

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