beep company
Are you interested in helping to accelerate Thailand’s transition towards a fully electric future? Do you want to work with some of the most forward thinking and leading players in the EV space to help build seamless charging experiences? If so, you could be the Customer Support Specialist that Beep is looking for!
Beep is a venture-backed Singapore head-quartered IOT platform provider, with an established track record powering over 35 million transactions across more than 3000 touch-points for Vending Machines with customers in 5 countries in South-East Asia, including nationwide initiatives with the Singapore government.
Voltality is our eMobility arm, focused on providing a borderless, interoperable charging experience for businesses and drivers wherever they go. Having launched the first eRoaming pilot in the region in June 2022 (https://youtu.be/MbjVm0Cu60g) and the largest network in SEA in August 2023 (https://e27.co/beep-launches-seas-largest-eroaming-network-with-its-seed-funding-round-20230817/), we are working together with Charge Point Operators (CPOs), fleets, and manufacturers to build an integrated ecosystem of charging stations, payments and vehicles across the region.
As a Customer Support Specialist in Thailand, you will help to work with existing partners (including some of the largest fleet and charging providers in the country!) to provide support for our rollout of EV charging connectivity with their systems. Working together with our internal teams and systems, you will help to ensure a smooth operational experience for partners and their drivers by identifying and solving their concerns related to service and support topics relating to charging connectivity on our platform.
This role is fully remote, although you may be requested to travel from time to time within Greater Bangkok to build relationships with support teams of our customers and partners to establish communication structures and review plans together. You should have a working professional proficiency in both Thai and English and be comfortable providing support across both languages. As we provide 24/7 support, this role will be shift based and you must be comfortable with working nights and/or weekends on rotation remotely.
With a new and rapidly growing industry like Electric Vehicle charging, you are not expected to have prior domain experience. Instead, we are looking for someone that is passionate and willing to learn and adapt we expand together.
What We Offer:
• A chance to be a part of the future of electric charging together with key players in Thailand’s rapidly growing landscape.
• High levels of autonomy, responsibility, and contribution to shape key parts of our customer support flows from the outset.
• Opportunity to grow into a customer experience management role as we grow together and with strong performance on handling operations from the start.
Key Responsibilities:
• Maintain responsive support for our customers by taking inbound hotline calls, web or email enquiries and/or online chats for partners and/or drivers.
• Work with our internal technical and product teams to use our platform tools for diagnosis, reporting and escalation of issues. Provide feedback on effectiveness and improvements that can help improve your workflow.
• Guide partners and/or drivers on baseline self-help steps that should be taken as a first measure of resolution and manage the escalation process based on an agreed list of steps that can be continuously improved together.
• Collate usage information and assist our partners in reconciling transaction data across platforms where necessary, to ensure consistency and accuracy between systems for an ideal driver experience.
• Able to work on a shift rotation basis for 24/7 support coverage. You will not be required to report physically to a work location and can work from your home or preferred location, so long as you remain easily contactable and are able to fulfil all listed responsibilities.
Requirements:
• Working level fluency in both English and Thai.
• Passion for delivering great customer experiences with an ability to identify customer needs and provide appropriate solutions.
• Ability to prioritise and manage concurrent priorities in a fast-paced environment.
• Proficient with general software platforms such as Microsoft Office, and able to easily pick up new tools for more specific needs. Familiarity with any customer service, ticketing and/or CRM software is a plus.
• An interest in electric vehicles and/or electric vehicle charging, and keenness to learn new features and products built for it together with our partners and team members is helpful.
If you have what it takes to be part of a rapidly-iterating, dynamic and agile startup environment, apply today with your CV and transcript and we hope to get in touch with you soon!
