About the Role
We are looking for a customer-focused, organized, and problem-solving Reservation Support Specialist to manage and support end-to-end booking operations at HAUP. In this role, you will be responsible for validating user booking requests, verifying driver eligibility, modifying/extending reservations, and resolving booking-related issues in real-time. Your main goal is to ensure a frictionless booking experience for users across our mobile application and web platforms.
Key Responsibilities
Booking Validation & Management: Monitor, review, and process incoming vehicle reservations via the HAUP platform, ensuring all booking conditions and customer documentation meet platform policies.
Driver Profile Verification: Inspect and verify user identification documents, driving licenses, and verification credentials to approve account readiness and booking validity.
Reservation Amendments & Cancellations: Handle requests for booking modifications, time extensions, cancellations, location adjustments, and refund processing in accordance with company policies.
Real-time User Support: Assist customers via live chat, LINE Official Account, email, and phone calls regarding booking inquiries, unlock issues, payment status, or pricing packages.
Cross-functional Issue Resolution: Coordinate directly with Fleet Operations, Dispatchers, and Field Officers when a reserved vehicle requires replacement, relocation, or maintenance before trip start time.
Data Entry & System Tracking: Record reservation issues, user feedback, payment discrepancies, and system bugs in the support ticketing system to improve service quality.
Skills and Qualifications
Education: Bachelor’s degree in Business Administration, Hospitality, Mass Communication, Logistics, or a related field.
Experience: 1–3 years of experience in Customer Service, Reservation Support, Helpdesk, or Operations (experience in car rental, travel agency, e-commerce, or tech startups is a strong plus).
Skills: Excellent problem-solving, multi-tasking, and active listening skills. Proficiency in customer support software, ticketing tools, Google Workspace, and chat management platforms. Calm demeanor under high-pressure scenarios and crisis situations.
Languages: Native/Fluent command of Thai; good working proficiency in English (both written and spoken). Proficiency in Chinese will be considered an advantage.
Attributes: Service-minded, highly attentive to detail, empathetic, and adaptable to a fast-paced environment.
Other: Willingness to work in rotating shift schedules (including weekends or public holidays) as required for operational support.