Customer Service Team Lead: Experience & Process Improvement

Lumens; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Lumens in Singapore is seeking a proactive operations professional to collaborate with internal teams on service issues, respond to disputes from drivers and customers, and participate in regular team meetings to align on goals.

You will research regulatory and market sustainability topics, assist in aligning development projects, resolve escalated issues to build loyalty, and improve processes with SOPs while monitoring personal performance to maintain service standards.

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

Lumens in Singapore is seeking a proactive operations professional to collaborate with internal teams on service issues, respond to disputes from drivers and customers, and participate in regular team meetings to align on goals.

You will research regulatory and market sustainability topics, assist in aligning development projects, resolve escalated issues to build loyalty, and improve processes with SOPs while monitoring personal performance to maintain service standards.