Customer Care Specialist

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.

Now, we're on the lookout for a professional Customer Care Specialist to join us in Singapore.

Your Role on Our Journey

We're looking for a Customer Care Specialist to be the friendly, reliable voice our customers can count on. From handling Omni Chats to following up on issues, you'll be solving problems and helping drivers stay mobile.

You'll assist our drivers, partners, and customers with everything from basic rental queries to issue resolution. This role isn't just about answering phones - it's about building relationships, solving problems, and helping us improve the entire customer journey.

You'll also pitch in on ad hoc tasks - think feedback collection, support tool testing, or even helping craft internal FAQs.

This role is perfect for someone who loves fast-paced environments, values human connection, and doesn't mind the occasional curveball.

Your Day-to-Day Adventures

• Respond to driver inquiries via Omni Chat and WhatsApp

• Conducting outbound calls to follow up on issues raised by internal teams, with the goal of closing the communication gap with hirers.
• Troubleshoot customer issues and escalate where needed (credit, finance, tech, ops)
• Resolve support issues related to rentals, payments and contracts
• Follow up on open or unresolved cases and ensure customer satisfaction
• Flag recurring issues and help improve internal processes
• Log and track all customer interactions in the CRM
• Work together with other departments to make sure customers get a smooth, end-to-end experience
• Jump into side tasks like:
• Testing a new live chat feature
• Helping onboard new agents or new employees
• Creating quick how-to content or macros for the team