Customer Service/Team Lead

lumens pte. ltd.; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Lumens pte. ltd. in Singapore is seeking an operations analyst to support customer and driver satisfaction by resolving service-related issues and responding to disputes via email.

You will attend regular team meetings to stay aligned with goals and coordinate follow-ups for efficient task execution. You will research regulatory, technical, and market sustainability issues to offer process-improvement insights, evaluate development projects, help adapt development processes, resolve escalated

Responsibilities

• Collaborate with internal teams to resolve service-related issues, delivering effective solutions to enhance customer and driver satisfaction.
• Respond to email disputes from drivers and customers, providing clear and timely resolutions to maintain positive relationships.
• Attend regular team meetings to stay informed on operational goals and coordinated follow-ups for efficient task execution.
• Research and review regulatory, technical, and market issues related to sustainability, offering insights to improve processes.
• Evaluate development projects and assisted in adapting development processes to align with project needs.
• Resolve escalated customer issues promptly, fostering long-term customer loyalty and satisfaction.
• Collaborate with internal teams to enhance existing processes by creating work instructions, standard operating procedures, and standardized forms.
• Manage personal performance metrics, consistently meeting service standards and contributing to team success.

Job description

• Collaborate with internal teams to resolve service-related issues, delivering effective solutions to enhance customer and driver satisfaction.
• Respond to email disputes from drivers and customers, providing clear and timely resolutions to maintain positive relationships.
• Attend regular team meetings to stay informed on operational goals and coordinated follow-ups for efficient task execution.
• Research and review regulatory, technical, and market issues related to sustainability, offering insights to improve processes.
• Evaluate development projects and assisted in adapting development processes to align with project needs.
• Resolve escalated customer issues promptly, fostering long-term customer loyalty and satisfaction.
• Collaborate with internal teams to enhance existing processes by creating work instructions, standard operating procedures, and standardized forms.
• Manage personal performance metrics, consistently meeting service standards and contributing to team success.