Deskripsi Pekerjaan
Are you passionate about connecting with people and enhancing their journey? Lumens Group is seeking a dedicated Customer Experience Consultant to join our dynamic team. In this pivotal role, you will serve as the primary point of contact for our valued drivers and clients, ensuring their needs are met with professionalism and empathy. We are looking for a motivated individual who thrives in a fast-paced environment and is eager to build lasting relationships that enrich everyday journeys.
As a Customer Experience Consultant, you will play a crucial role in driving customer satisfaction and loyalty. You will handle inquiries, resolve issues efficiently, and provide support that goes beyond expectations. We believe in fostering a supportive culture where your communication skills are valued, and your contributions make a tangible impact on our operations.
Tanggung Jawab
- Deliver exceptional customer support via phone, email, and chat to drivers and internal stakeholders.
- Resolve customer complaints and technical issues in a timely and effective manner.
- Maintain accurate and up-to-date records of all customer interactions and transactions in the CRM system.
- Collaborate with the logistics and operations teams to improve service processes and resolve complex cases.
- Assist in the onboarding process for new drivers by providing comprehensive orientation and support.
- Monitor customer feedback and service metrics to identify areas for improvement.
- Proactively promote Lumens Group’s services and programs to existing clients to drive retention.
Kualifikasi
- Minimum of 2 years of experience in a customer service, call center, or support role.
- Strong verbal and written communication skills with the ability to convey complex information clearly.
- Proven ability to solve problems quickly and remain calm under pressure.
- Proficient in using computer systems, CRM software, and Microsoft Office Suite.
- High school diploma or equivalent required; Associate’s degree or relevant certification is a plus.
- Flexibility to work full-time hours, including weekends and holidays as required.
- Valid driver’s license and a clean driving record preferred.