Customer Service Agent

Beam Mobility Malaysia Sdn Bhd; Kuala Lumpur; Hybrid; MYR 42,000 - 64,000; Full time

Job summary

Beam Mobility Malaysia Sdn Bhd is hiring a dedicated Customer Support Specialist to be the first point of contact for riders and partners, delivering friendly, efficient service via phone, email and live chat. You will collaborate with the global support team to resolve issues and improve the overall experience.

The role requires clear communication, empathy, problem solving and comfort working across time zones in a hybrid setup.

Qualifications

• Excellent written and verbal communication across channels.
• Customer-centric mindset with empathy and emotional intelligence.
• Strong problem-solving and analytical thinking to resolve issues.
• Ability to adapt in a fast-paced, multi-market environment and time zones.
• Familiarity with CRM systems, help desk software and digital tools, with willingness to learn new platforms.
• Team-oriented with collaboration to improve processes.

Responsibilities

• Provide exceptional customer support across multiple channels, including phone, email, live chat, and potentially social media.
• Understand and address customer concerns promptly, delivering efficient and effective solutions.
• Accurately document customer interactions and maintain comprehensive records in our CRM system.
• Proactively identify potential issues, offering suggestions for improvements and preventing escalation.
• Collaborate with team members to share insights and contribute to enhancing overall customer experience.

Skills

Communication

Empathy

Problem solving

Adaptability

Technical skills

Team collaboration

Tools

CRM systems

Help desk software

Job description

Beam is Asia Pacific’s largest shared micro mobility company, we are on a mission to turn little drives into better rides and make cities flow better for everyone.

Shared micro mobility is one of the fastest-growing industries in the world, and we’re leading the way in Asia Pacific with operations in Australia, New Zealand, South Korea, Thailand, Japan, Malaysia, Indonesia and Turkey.

In collaboration with cities, we bring a safe, affordable and sustainable new mode of transport to citizens with our fleets of self-driven small electric vehicles.

We have gathered a team with a passion for innovation and technology. We tackle growing challenges every day as a group of problem solvers, determined to make a positive impact on people’s lives and the future of the planet.

Position brief

We are seeking a dedicated and enthusiastic Customer Support Specialist to join our dynamic team. In this role, you will be the first point of contact for our customers, delivering exceptional service through phone, email, and live chat. Your mission is to ensure that every customer interaction is positive, efficient, and leaves a lasting impression. You will work closely with the wider customer service team to share insights, improve processes, and ensure we exceed customer expectations at every turn.

Key responsibilities.

Provide exceptional customer support across multiple channels, including phone, email, live chat, and potentially social media.

Understand and address customer concerns promptly, delivering efficient and effective solutions.

Accurately document customer interactions and maintain comprehensive records in our CRM system.

Proactively identify potential issues, offering suggestions for improvements and preventing escalation.

Collaborate with team members to share insights and contribute to enhancing overall customer experience.

Skills and qualifications & Requirements

Strong communication skills: Demonstrated ability to communicate clearly and effectively across multiple platforms, including written and verbal channels.

Empathy and emotional intelligence: A customer-centric approach with the ability to build trust, understand customer needs, and manage challenging situations.

Problem-solving and critical thinking: Ability to investigate issues, analyse information, and provide timely and effective solutions.

Adaptability: Comfortable working in a fast-paced environment, managing changing priorities, and supporting customers across different markets and time zones.

Technical proficiency: Familiarity with CRM systems, help desk software, and digital tools, with the ability and willingness to learn new platforms.

Team collaboration: A collaborative mindset with a willingness to support teammates, share knowledge, and continuously improve processes.

Work Arrangement & Schedule Requirements

This role operates within a global customer support environment and requires flexibility to work across a rotating roster, including weekday, weekend, and overnight shifts to support customers across multiple markets and time zones.

The role follows a hybrid working arrangement, combining remote work with in-office collaboration where required.

Employees are expected to maintain reliable attendance during scheduled shifts and support effective handovers across global teams.