Customer Support Specialist

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.

So what are you waiting for? Join us now!

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.

YGT’s strategic investments currently include an advanced hydrofoil system for electric vessels, e-bikes with swappable batteries, autonomous technology for electric vehicles and vessels, marine energy storage solutions and electric vehicle charging.

YGT currently has five main brands: MarinEV, ChargEV, DrivEV, RydeEV and DigitalEV.

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

The Customer Support Specialist at ChargEV will be a pivotal role aimed at transforming our customer support framework into a leading example of excellence in Malaysia and Southeast Asia. This position will leverage advanced chatbot technologies, implement efficient issue recovery and resolution strategies, proactively identify and address customer pain points, and advocate for a company-wide focus on customer excellence. The ideal candidate will be digital-first, obsessed with streamlining customer interactions, and committed to predictive and proactive customer service strategies.

Key Responsibilities:

• Implement and refine seamless chatbot technologies to enhance customer service.
• Develop and enforce disciplined recovery and resolution management protocols for customer issues.
• Lead proactive efforts to understand and mitigate customer pain points through direct engagement and research.
• Utilize predictive analytics and customer feedback to pre-emptively address potential service issues.
• Serve as a company-wide advocate for customer experience, ensuring a cohesive and end-to-end focus on customer satisfaction.
• Embrace a digital-first approach, aiming to make our services and products intuitive and seamless for customers.
• Demonstrate relentless commitment to customer satisfaction, empathizing with customer scenarios, and communicating urgency and feedback across the organization.

Qualifications:

• Bachelor’s degree in business administration, communications, or a related field, or equivalent practical experience in customer support or service roles.
• Experience with customer service analytics tools.
• Background in conducting and analysing customer feedback, interviews, and research to guide customer support strategies.

Skills & Experiences:

• Proven experience in customer service or a related field, with ticketing and CRM solutions.
• Experience with chatbot technology or other AI-driven customer support tools.
• Strong problem-solving skills and the ability to manage complex customer issues efficiently, especially in handling irate customers.
• Must be outspoken and willing to take up the phone at any time, with the ability to convey urgency and empathy.
• Ability to analyse data to predict customer needs and pre-emptively address potential issues.
• Experience in cross-functional collaboration to embed customer experience into diverse business processes. 
• Very detailed with strong project planning, organizing, documenting and problem-solving skills. 
• Ability to work under pressure and manage various tasks simultaneously. 
• Willing to go above and beyond, to ensure that customer is properly care of, regardless of time, and location.
• High English and Malay proficiency written and spoken is a must.
• Experience in a digital-first company, with a deep understanding of digital tools and platforms that enhance customer experience.
• Background in conducting user interviews and research to uncover customer insights and pain points.
• Prior role as a customer experience advocate, with experience in promoting a culture focused on end-to-end customer satisfaction within a company.

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 employees in developing their professional career with us.

Yinson offers an excellent package of benefits and has offices located in a prime location in the City allowing for easy travel to and from work. Working hours are flexible with numerous company events held during the year.