Customer Service Agent - Part Time (3-4 days per week)
Beam, Australia
Job Description
Beam is Asia Pacific’s largest shared micromobility company, on a mission to turn little drives into better rides and make cities flow better for everyone.
Shared micromobility 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 and Malaysia. 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.
This is just the beginning. Come join us on the journey.
The role reports to Senior Operations Associate (Community Engagement and Safety Lead) and will assist with the management and response to a wide range of incidents. You will also have the opportunity to contribute to the continuous improvement and creation of processes and procedures.
As a Customer Support Agent, you will support and manage customer enquiries from Australia amp; New Zealand and you will be required to:
- Efficiently handle customer enquiries within the agreed timeframe, and establish customers’ needs through questioning, by working closely with key stakeholders
- Work with the operations team, insurance teams, policy team, and offshore CS agents to effectively resolve escalations
- Understand processes and make recommendations to improve overall team efficiency
- Take ownership to solve issues and problems
- Deliver effortless customer interactions and increase customer retention through best-in-class customer service
- Represent the voice of the customer to the wider business, by identifying and capturing customer feedback through direct customer interactions, and analysis of patterns in interactions of the whole department
- Offer proactive solutions to reduce customer issues
- Maintain thorough documentation of all customer conversations and actions to support the decision-making process
- Complete other adhoc tasks as required by the Senior Operations Associate (Community Engagement and Safety Lead) and other management.
Requirements
- At least 1 year of customer service experience
- Friendly and welcoming manner with clients and other members of the customer service team
- Good command of written and verbal English
- Ability to maintain a calm and polite manner in stressful situations
- Experience in transport / logistics or a willingness to learn
- Troubleshooting, problem-solving skills, and interpersonal skills
- Be a self starter - you’ll get broad exposure to all aspects of the business and this is a great position to fast track your career
- Willingness to cooperate with customers and management to resolve any issues that may arise
- Experience with incident management and dispute resolution
- Have a familiarity with customer relationship management (CRM) software to document and monitor customer interactions and data (preferably Zendesk)
- Ability to read, analyse, and interpret technical procedures, or government regulations
Benefits
At Beam, we offer:
- Opportunity to make an impact by being part of a movement that will revolutionise transportation in cities,
- Comprehensive remuneration package and benefits, including monthly wellness and phone allowance
- Be part of an organisation in hyper-growth mode with plenty of opportunity for personal development
- Flexible and inspiring workplace with a team of competent, motivated and fun co-workers
- Autonomy and ownership of the work you do, with flexible hours
- Your choice of a MacBook or Windows laptop
We are a startup in every sense of the word. Expect autonomy, visibility, breakneck pace, cutting-edge technology, barriers to overcome and problems to solve.We can't wait to hear from you!
The Beam Group of Companies is an equal employment opportunity employer, dedicated to providing an inclusive, open and diverse work environment. All are welcome regardless of race, language, religion, gender, nationality, age, disability, or other divisive categorisations.
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