When something goes wrong for a buyer on Driwego — a part that hasn't arrived, an order that doesn't match what was listed, a return that needs to be initiated — this role is the first human response they get. That matters more than most customer service job descriptions bother to say.

Driwego was built on the principle that buyers deserve complete information and honest resolutions. This role is where that principle meets the real world. You'll handle buyer support cases end-to-end, work closely with the Finance & Operations Executive on cases with a financial dimension, and feed back patterns to the product team when the same issue keeps appearing. The volume is manageable right now. The standard is not.

RESPONSIBILITIES

1. Handle buyer inquiries and support cases.

Order status, delivery issues, product questions, return guidance — you're the first point of contact. You respond promptly, clearly, and with enough information that the buyer knows exactly what happens next and when.

2. Manage return, refund, and dispute cases.

These are the cases with weight. You'll work through them methodically — gathering the right information, applying the return policy correctly, coordinating with Finance & Operations where a financial resolution is involved. The buyer should leave every case knowing it was handled fairly.

3. Liaise with sellers when cases require it.

Some cases need a response from the seller side before they can be resolved. You'll coordinate that communication clearly, keep the buyer updated, and make sure nothing stalls because it's sitting in someone's queue.

4. Flag patterns back to the team.

If the same issue appears three times in a week, that's a product signal, not just a support queue. You'll surface these patterns to the team with enough specificity that they can be acted on. This is one of the most valuable things this role contributes.

5. Use AI tools as part of your daily workflow.

We use AI across the team — for drafting, for research, for moving faster through work that used to take longer. In this role, that means using AI to help draft responses, spot patterns in case data, and work through complex cases more efficiently. We're not asking you to learn it from scratch. We're asking you to have already decided it's useful.

WHAT YOU'LL BE WORKING WITH

QUALIFICATIONS

• Prior experience in a customer service, support, or operations role — at least one year in a context where you handled cases with real stakes.

• Clear, composed written communication in English and Bahasa Malaysia. Buyers are often frustrated when they reach you. Your job is to de-escalate without being dismissive.

• Organised and methodical. Cases need to be tracked, followed up, and closed. Nothing falls through because you forgot about it.

• Comfortable learning and navigating internal systems. Driwego's platform is specific. You'll be trained. The willingness to understand it deeply is the requirement.

• Already using AI tools in your daily work — or genuinely curious about doing so. Not on the fence. Not skeptical by default.

• Comfortable working with a small team where your scope will occasionally exceed your job title.

Bonus: Experience in e-commerce, logistics, or marketplace support. Exposure to return and refund workflows.

NICE-TO-HAVES

• Experience supporting buyers on a two-sided marketplace platform.

• Familiarity with order fulfilment flows — AWB tracking, EasyParcel, or similar logistics integrations.

• Experience using AI to draft, categorise, or triage support cases.