Customer Care Officer

Charge+ is a leading integrated EV charging solution provider for Singapore and Southeast Asia, with the mission to catalyse the proliferation of electric mobility in this region. Our suite of integrated solutions include a proprietary ultra-slim charger, smart charging software and innovative business models. Charge+ will implement 30,000 charging points across Southeast Asia by 2030, including 16,000 in Singapore alone. Today, Charge+ operates in six countries: Singapore, Malaysia, Thailand, Vietnam, Indonesia and Cambodia.

Responsibilities

1. Respond to customer inquiries via phone and/or email promptly and professionally.
2. Provide step-by-step assistance to customers on using the company's EV charging stations and mobile app.
3. Identify and resolve technical issues with EV chargers including connectivity, hardware malfunctions, and payment processing errors.
4. Guide customers through basic troubleshooting steps such as resetting chargers, verifying connections and updating software if necessary.
5. Escalate complex issues to technical teams when necessary, providing clear documentation and details about the problem.
6. Monitor and analyze performance data from EV chargers to detect trends and recurring issues.
7. Collaborate with the technical team to solve the issues and troubleshooting of the charger.
8. Handle and resolve customer complaints effectively while maintaining empathy and professionalism.
9. Follow up with customers to ensure that the issues are resolved to their satisfaction.
10. Stay updated on the company's EV charger models, features, and software updates.
11. Maintain accurate records of customer interactions, troubleshooting steps, and issues resolutions in the CRM systems.
12. Generate reports on customer feedback, recurring issues, and charger performance to inform service improvements.

Requirements

1. Minimum Bachelor's degree
2. Minimum 2 years of experience in customer service, technical support or troubleshooting roles.
3. Experience in the EV or renewable energy sector is highly desirable.
4. Ability to analyze performance data from chargers to identify trends or recurring issues.
5. Excellent verbal and written communication skills, with the ability to explain technical issues in simple terms.
6. Quick thinking and resourcefulness to resolve customer issues efficiently.
7. Capacity to remain calm and professional under pressure.
8. Proficiency in using CRM tools to document and track customer interactions.
9. Ability to multitask, prioritize issues and manage time effectively.
10. Ability to work in shifts, including nights, weekends and public holidays
11. Familiarity with EV charging infrastructure, renewable energy trends, and troubleshooting tools is one of the advantages.