Customer Service Team Lead: Process & Solutions Champion

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

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