Job Description

About Lumos

Lumos is a company with a simple mission: we keep people who choose to ride on the road safe by keeping them visible and stand out!

Started out from our dorm rooms in Harvard, we wanted to make a positive impact in the world! How did we accomplish this? By designing sophisticated smart products for the everyday cyclist's needs.

In 2015, we launched the first Lumos helmet on Kickstarter. A bicycle helmet with integrated front and back lights, turn signals, and brake lights. A revolutionary idea that raised over $800,000 USD, making it still the largest crowdfunded bike helmet on the platform to date. It has since been featured on Forbes, Fast Company, The BBC, and CNN. It was named “The Helmet That Every Bike Commuter Needs” by Slate Magazine, and at the end of last year, it was also named as one of Oprah’s Favorite Things and TIME Magazine’s Best Inventions of 2018. The Kickstart is the first and only helmet which is sold in over 300 Apple Stores worldwide.

Join us if you want to be part of an exciting startup that’s producing products to keep cyclists safe!

Note: Given the very early stage of the company that we are in, a high degree of adaptability is expected and required for this role. We are constantly learning new things and adapting our strategy and activities accordingly. We expect all employees and team members to only look at their job descriptions as a guideline. We eschew roles and seek people willing and able to ignore job descriptions. Everyone’s job at Lumos is to do anything and everything we can to make it a success and meet our company goals regardless of our “jobs”.

You are perfect for us if you are:

A creative thinker and problem solver, passionate to make world class products, an exceptional communicator, a team player, with proven ability to influence others without formal authority high energy, strong work discipline, action-oriented, organised, detail-oriented yet able to always see the "big picture", able to work autonomously in a fast-pace start-up environment.

Responsibilities:

• Ensure that we provide great customer service
• Proactively define clear policies and responses to common problems our customers bring up
• Ensure that the CS team provides quality responses to our customers 
• Maintain our website FAQ page so that customers can find the answers they are looking for themselves 
• Put a plan together that equips and enables the CS team to be a “source of WOW” to our customers
• Stay actively up-to-date as to what is happening in the company regarding new products and marketing communications
• Ensure that the company is listening to what our customers are saying, and that we’re improving based on their feedback
• Monitor reviews on our website + Amazon + TrustPilot etc. Respond as appropriate 
• Provide a monthly CS report to the company
• Identify trends, developments, and needs, and apply best practices to areas of improvement
• Lead and manage Customer Service as a whole in the company, and the CS team
• Ensure that CS team members knows what is expected of them and what they need to do on a weekly/daily basis
• Enabling, training, and equipping CS team to be able to provide “Great CS” to customers and make CS a “source of WOW”
• Supporting, guiding, and managing CS team so that they are successful. 
• Adhere to and manage the approved budget
• Recruit, mentor and develop CS agents and nurture an environment where they can excel through encouragement and empowerment. 

Job Requirements

• Based in Malaysia (preferably in the KL/Selangor area).
• Passionate about the customer’s experience.       
• You hold a Bachelor’s Degree or equivalent.
• 3+ years of customer service experience, preferably in a related field.
• Excellent command of English. Most of our customers are English-speaking.
• Possess high patience. The ability to handle customers in a friendly and polite fashion at all times.
• Highly detail-oriented, organized, and able to work independently.
• Experience in a customer service role or comparable.
• Basic knowledge of Shopify and Zendesk is necessary.

Skills