Customer Support Specialist (Live Chat & Email)

About the role

indrive is looking for a Customer Support Specialist to deliver responsive, professional and high-quality support. The role resolves customer issues efficiently across chat, email and occasional outbound calls, and the position is open to candidates able to work on site.

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 complaints in line with company guidelines
• Maintain detailed records of customer interactions in the CRM system
• Keep customers updated on case progress and resolution status
• Escalate complex or unresolved cases to the relevant internal teams and gather customer feedback for continuous improvement
• Support CSAT and other performance KPIs

Required profile

• Minimum 1 year of experience in customer service, technical support or contact center
• Diploma in any field
• Bahasa (Indonesian), Malay and English
• Ability to work on site and flexibility to be assigned to different regions ad hoc

Required skills

• Strong typing with high accuracy for real-time case handling
• Able to handle 3 to 5 live chat conversations at once in a fast-paced environment
• Written and verbal communication, problem-solving and troubleshooting
• CRM or support tool experience is an advantage

What we offer

• Access to mentoring, career consulting and learning programs
• International experience through the Global Talent Exchange Program
• Company-wide challenges, awards, sports, social impact and volunteering projects
• Co-financed language courses and internal speaking clubs
• Final benefits may vary by location