Customer Experience Team Lead

1 week ago

Singapore LUMENS PTE. LTD. Full time

**Your Role on Our Journey**:
As the Customer Experience Team Lead, you will play a key role in ensuring our Customer Experience team consistently delivers outstanding service and support to our drivers. You'll mentor and motivate a team of Consultants, handle escalations, and drive process improvements. Your leadership will be essential in fostering a positive, proactive environment that prioritizes driver satisfaction, operational efficiency, and continuous improvement.

**Your Day-to-Day Adventures**:

- Lead, support, and inspire a team of Customer Experience Consultants, ensuring they meet service standards and performance goals.
- Oversee and ensure prompt, effective resolution of driver requests, concerns, and follow-ups, aiming for high satisfaction level.
- Act as a point of escalation for complex driver issues, providing solutions or recommendations and maintaining driver satisfaction.
- Regularly review team performance metrics, identify areas for improvement, and implement coaching and training to address gaps.
- Develop and refine processes to improve customer support efficiency and consistency, always aiming for the best standards.
- Maintain strong, lasting relationships with drivers, fostering a supportive community within the Lumens ecosystem.
- Collaborate with the team to identify upselling opportunities for new vehicle upgrades or contract renewals.
- Continuously collect driver's feedback, analyze trends, and provide insights to improve Lumen's service offerings and customer journey.

**What Makes You a Perfect Fit**:

- At least 5 years of experience in a customer-focused role, with at least 2 years in a Team Lead of Supervisory position
- Strong problem-solving skills with an empathetic, proactive approach to resolving driver issues
- Demonstrated ability to lead and inspire a team, with a track record of achieving or surpassing performance goals
- Ability to identify and act on upselling opportunities, blending customer support with sales-driven objectives
- Proficient in using CRM systems and reporting tools to monitor team performance and identify areas for improvement

**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

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