Client Service Associate - Singapore - LUMENS PTE. LTD.

Description

Our Team

Based in Singapore, Lumens Group is a family of brands offering an ecosystem of services around cars. Our story began as a private hire car leasing company to address the needs of the new sharing economy led by Uber and Grab. Our core business has been leasing to ride hailing drivers and we grew our car fleet to one of the largest in Singapore in under 8 years. During this time, we have expanded our services to personal & corporate vehicle leasing, vehicle purchasing and financing.

Emerging strong from the Covid-19 period, Lumens is building for an exciting new era that brings in a wide range of merchants and individual consumers to our ecosystem. By owning a critical mass of vehicles and driver relationships, we are able to innovate on vehicle setup, driver upskilling & deployment, as well as technology and data capabilities to build mobility platform services that impact our everyday lives.

Job Description:

In this role, you will be a customer-centric and driver-centric Customer Service Officer focusing on delivering strong and effective operations coordination support to the Operations team. You will be ensuring day to day driver routing and operations processes are optimised and fulfilled per service levelagreements with our clients.

Responsibilities:

• Perform scheduling of drivers' trips for B2B2C operations.
• Provide counsel to clients/merchants on pre-approved rate cards and also manage any feedback/complains with strong service first approach.
• Develop incremental business on-site and in operations by leveraging on any ad-hoc opportunities.
• Liaise and manage external client(s) on assigned operations issues.
• Liaise with driver-partners including handling of all driver-partners administrative issues including attendance, discipline and morale.
• Inculcate safety values and importance of service quality.
• Enforce compliance to SOP(s) and instructions from Operations Command.
• Any other related duties and responsibilities involved within the role as assigned from time to time.
• Undertake operation manager duty overseeing operations for assigned contracts.

Requirements:

• Prior experience in operations handling such as mobility sectors, will be advantageous
• Good interpersonal and networking skill
• Good communication skills (verbal and written)
• Proficiency in MS Office to prepare reports.
• Ability to multitask.
• Able to thrive in a fast-paced environment.
• Team player with leadership skills and comfortable working with data.
• Able to work in extended hours or weekend as required.
• Must be willing to work night shifts (10pm – 7am) - 5 day work week