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. • Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries. • Develop your professional skills with access to mentoring, career consulting, and learning programs. • Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program. • Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects. • Work alongside people who take initiative, speak openly, and challenge themselves to grow. • Improve your language skills through co-financed courses and internal speaking clubs. • Final benefits may vary depending on the location.