Customer Service Officer (Night)

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!