Customer Service Officer

LUMENS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading mobility services provider in Singapore is looking for a Customer Service Officer to support their 24-hour operations. This role involves managing customer inquiries, responding to emergencies, and assisting drivers with operational issues. The ideal candidate should possess strong communication and problem-solving skills, and be able to work night shifts. If you're passionate about delivering exceptional service and thrive in a fast-paced environment, we want to hear from you!

Qualifications

• Ability to remain calm and professional under pressure.
• Experience in a customer service role is highly preferred.
• Willingness to work night shifts.

Responsibilities

• Handle customer inquiries related to bookings and cancellations.
• Manage incident response including accidents and breakdowns.
• Assist drivers with operational updates and route planning.
• Document interactions accurately in the management system.
• Address customer complaints and ensure satisfaction.

Skills

Strong communication and interpersonal skills

Problem-solving and conflict resolution skills

Ability to multitask and prioritize

Knowledge of local roads and traffic regulations

Job description

Overview

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.

Your Role on Our Journey

The Customer Service Officer operates within a 24-hour operations centre, providing vital support and coordination for both customers and drivers. This role involves managing a high volume of inquiries and issues, ensuring seamless communication, and delivering exceptional service to uphold the company’s standards of safety, reliability, and customer satisfaction.

Your Day-to-Day Adventures

• Handle customer inquiries related to bookings, cancellations, technical enquiries and general information.
• Manage incident response, including accidents, breakdowns, and other emergencies, ensuring timely and effective resolution.
• Assist drivers with route planning, scheduling, and operational updates.
• Assign upcoming jobs based on driver availability, location, and qualifications.
• Communicate with drivers regarding new bookings, changes, or cancellations.
• Assist drivers with operational issues such as route guidance, customer queries, or vehicle breakdowns.
• Document all interactions, bookings, cancellations, incidents, and resolutions accurately in the management system for tracking purposes.
• Respond promptly to driver calls regarding vehicle issues, accidents, breakdowns, or emergencies.
• Provide drivers with necessary support, instructions, and safety information.
• Coordinate with internal and/or external parties when required
• Monitor driver compliance with operational policies and safety protocols
• Address customer complaints, resolve issues, and ensure a high level of customer satisfaction.

What Makes You a Perfect Fit

• Strong communication and interpersonal skills
• Ability to remain calm and professional under pressure is a must!
• Good problem-solving and conflict resolution skills
• Ability to multitask and prioritize in a fast-paced environment
• Knowledge of local roads, traffic regulations, and safety procedures will be a bonus!
• Night Owl – Working Hours: 5 Days Rostered
• 10:00 PM – 7:00 AM and 5:00 PM – 2:00 AM

Ready to Drive the Extra Mile?

Send your resume that showcases your unique spark to us today. If your journey aligns with ours, we'll get in touch soon!