Customer Care Specialist

LUMENS PTE. LTD.; Singapore; On-site; SGD 33,000 - 47,000; Full time

Job summary

Lumens Group in Singapore is seeking a Customer Care Specialist to be the friendly, reliable voice for drivers, partners and customers, handling Omni Chats and follow-ups to resolve issues and keep everyone mobile.

The role emphasizes building relationships, solving problems, and improving the end-to-end customer journey, with opportunities to assist with onboarding new agents and creating quick guides for the team.

Qualifications

• 1–2 years of customer service, support or call centre experience.
• English speaking required; multilingual is a bonus.
• Comfortable using CRM, ticketing systems and data tools.
• Strong problem-solving, time management and communication skills.
• Ability to explain things simply and professionally.

Responsibilities

• Respond to driver inquiries via Omni Chat and WhatsApp.
• Conduct outbound calls to follow up on issues and close gaps with hirers.
• Troubleshoot customer issues and escalate to relevant teams (credit/finance/tech/ops).
• Resolve issues related to rentals, payments and contracts.
• Follow up on open cases and ensure customer satisfaction.
• Log all interactions in the CRM and support tools; track status.
• Collaborate with other departments for end-to-end customer experience.

Skills

Customer service

English speaking

Multilingual

CRM

Ticketing systems

Microsoft Excel

Time management

Problem solving

Communication

Team player

Adaptability

Tools

CRM

Ticketing systems

Microsoft Excel

Job description

About Us

Founded in 2014, Lumens Group is leading the transformation of the mobility industry in Singapore. We have successfully built one of Singapore's largest car fleets and expanded our offerings to personal and corporate leasing, purchasing and financing. As we enter a new phase, we're building an integrated ecosystem for merchants and consumers, driven by advanced technology and a mission to enrich everyday life.

Now, we're on the lookout for a professional Customer Care Specialist to join us in Singapore.

Your Role on Our Journey

We’re looking for a Customer Care Specialist to be the friendly, reliable voice our customers can count on. From handling Omni Chats to following up on issues, you’ll be solving problems and helping drivers stay mobile.

You'll assist our drivers, partners, and customers with everything from basic rental queries to issue resolution. This role isn’t just about answering phones — it’s about building relationships, solving problems, and helping us improve the entire customer journey.

You'll also pitch in on ad hoc tasks — think feedback collection, support tool testing, or even helping craft internal FAQs.

This role is perfect for someone who loves fast-paced environments, values human connection, and doesn’t mind the occasional curveball.

Your Day-to-Day Adventures

• Respond to driver inquiries via Omni Chat and WhatsApp


• Conducting outbound calls to follow up on issues raised by internal teams, with the goal of closing the communication gap with hirers.


• Troubleshoot customer issues and elevate where needed (credit, finance, tech, ops)


• Resolve support issues related to rentals, payments and contracts


• Follow up on open or unresolved cases and ensure customer satisfaction


• Flag recurring issues and help improve internal processes


• Log and track all customer interactions in the CRM


• Work together with other departments to make sure customers get a smooth, end-to-end experience

Jump into side tasks like:

• Testing a new live chat feature


• Helping onboard new agents or new employees


• Creating quick how-to content or macros for the team

What Makes You a Perfect Fit

• 1 – 2 years of customer service, support or call center experience preferred (Bonus if it’s a car rental, ride-hailing)


• Clear and confident communicator – English Speaking is required. Multilingual (Bonus to have)


• Able to multitask and stay calm under pressure


• Problem‑Solving Mindset, Time‑Management and Multitasking, Team Player and Detail‑Oriented, Adaptability


• Comfortable using support software (CRM, ticketing systems and any other system)


• Ability to explain things simply and professionally


• Proficient in Microsoft Excel (Able to use basic formulas, filters, pivot tables and organize data for internal reports customer follow-ups.