Customer Support Specialist

Yinson GreenTech; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Mentorship and coaching

Diverse workplace

Job summary

Yinson GreenTech, a subsidiary of Yinson Holdings Berhad, is seeking a Customer Support Specialist for ChargEV. You will be the frontline representative delivering timely, empathetic support across chat, phone, email and social media for EV drivers and customers.

You will troubleshoot charging stations, apps, and payments, collaborate with internal teams, and contribute to knowledge base and service improvements while staying informed about the latest EV technologies.

Qualifications

• Bachelor's Degree in Business Administration, Communications, or related field.
• Experience with ticketing systems is desirable.
• Strong problem-solving skills to manage complex customer issues.

Responsibilities

• Serve as the first point of contact for customers via chat, phone, email and social media through a central ticketing system regarding EV charging issues, inquiries, and feedback.
• Troubleshoot and resolve technical and transactional issues related to charging stations, mobile apps, and payment systems.
• Monitor charging station performance and sessions and escalate outages or faulty chargers to the technical team.
• Coordinate with internal teams, vendors, and roaming partners to ensure timely issue resolution.
• Track customer satisfaction and follow up to ensure a closed-loop experience.
• Collaborate with operations and technical teams to enhance service quality and customer satisfaction.
• Participate in regular check-ins and feedback sessions to gather insights and identify areas for improvement.
• Contribute to knowledge base updates to maintain an up-to-date information repository.
• Demonstrate commitment to customer satisfaction by empathizing with scenarios and communicating urgency across the organisation.

Skills

Problem-solving

Communication

Multichannel support

English & Malay

Cross-functional collaboration

Handling irate customers

Shift readiness

Customer service experience

Education

Bachelor's Degree in Business Administration or Communications

Tools

Ticketing systems

Job description

Join one of the world’s leading energy solutions providers and discover how you can grow with Yinson no matter where you are in your career.

Yinson is passionate about meeting the world’s energy demands in a sustainable way. To achieve this, we believe in attracting great employees through the creation of a vibrant, progressive workplace that puts people first. We’re always on the lookout for experienced and passionate individuals to be part of the team, working and collaborating effectively to make a difference and create impact with individuals, corporations, governments and the business world.

Who are we?

Yinson GreenTech is a wholly owned subsidiary of Yinson Holdings Berhad, a public limited liability company, incorporated and domiciled in Malaysia, and listed on the Main Market of Bursa Malaysia.

YGT is a green technologies solutions provider delivering clean, integrated and technology-enhanced ecosystems and services across the marine, mobility and infrastructure segments.

For more information, please visit Yinson GreenTech at: https://ygt.yinson.com.

Job Summary:

The Customer Support Specialist at ChargEV serves as the frontline representative, ensuring a smooth and positive experience for EV drivers and customers. This role involves delivering timely and empathetic support across multiple channels, addressing inquiries related to charging stations, mobile app, payment processes and promotional campaigns.

Success in this role requires a good blend of technical knowledge, customer service expertise, and cross-functional collaboration. You will troubleshoot issues, guide users effectively, and work closely with internal teams to ensure swift and accurate resolutions. Additionally, you’ll contribute to service improvements by identifying recurring challenges and supporting the rollout of new products and features.

Success in this role means you’ll need to stay informed about the latest EV technologies and customer expectations while consistently delivering high quality support that builds trust and enhances user satisfaction.

Key Duties & Responsibilities:

• Serve as the first point of contact for customers via chat, phone, and email and social media through a central ticketing system regarding EV charging issues, inquiries, and feedback.
• Troubleshoot and resolve technical and transactional issues related to charging stations, mobile apps, and payment systems.
• Monitor charging station performance and sessions and **escalate** outages or faulty chargers to the technical team.
• Coordinate closely with internal teams, vendors, and roaming partners to ensure timely issue resolution.
• Track customer satisfaction and follow up diligently to ensure a closed-loop customer experience.
• Collaborate with operations and technical teams to enhance and execute service quality and customer satisfaction.
• Participate in regular check-ins and feedback sessions with internal teams and customers to gather insights and identify areas for improvement.
• Contribute actively to knowledge base updates to maintain an up-to-date and accurate information repository.
• Demonstrate a strong commitment to customer satisfaction by empathizing with customer scenarios and communicating urgency and feedback across the organization.

Requirements:

• Bachelor's Degree in Business Administration, Communications, or any related Field
• Practical experience in customer support or service roles
• Experience in customer service or a related field with hands on use of ticketing systems is desirable.
• Strong problem-solving skills with the ability to manage complex customer issues effectively, including handling irate customers with professionalism.
• Confident and proactive communicator, comfortable taking calls at any time, and capable of conveying urgency and empathy.
• Willingness to go above and beyond to ensure customers are well cared for.
• Experience in cross functional collaboration to integrate customer experience into various business processes.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Proficiency in both written and spoken English and Malay is a must.
• Committed to working on a shift basis, with coverage from 8:00 AM to 5:00 PM and 2:00 PM to 11:00 PM, weekends and public holidays.
• Fresh graduates are welcomed to apply.

What can we offer?

You will be working in a culturally diverse organisation which fosters teamwork and mutual support. Our dynamic workplace not only encourages people to be innovative, creative, and open but is also geared to realising ambition. We provide mentorship and coaching to our interns and employees in developing their professional career with us.

Only selected candidates will be notified.