Job Description

Company Overview:

At Lumos, we pioneer innovative solutions to enhance cycling safety worldwide. Our revolutionary smart bicycle helmet, integrated with lights and signals, aims to make cycling safer and more accessible for everyone. Started at Harvard, Lumos has grown to be a leading force in cycling safety.

Join our mission:

Lumos is expanding, and we are seeking a Part-Time Customer Service Representative dedicated to ensuring exceptional customer experiences. Your primary role will involve promptly addressing customer inquiries while maintaining a friendly and efficient service standard.

Role Summary:

• Availability: Immediate start, approx. 20-25 hours/week.
• Flexibility: There is the possibility of adjusting hours after the initial period, with potential increases during peak periods. This role does not involve rotational shifts but requires flexibility between morning and evening shifts, primarily on weekdays.
• Ideal Candidate: Passionate about delivering exceptional customer experiences, capable of independent work, and proactive in handling customer service.

Key Responsibilities:

• Manage customer communications across various platforms, providing timely and friendly support via email and social media.
• Address customer concerns, troubleshoot issues, and provide appropriate solutions or escalate complex problems to the relevant departments.
• Maintain a high level of product and service knowledge to offer accurate information and assistance to customers.
• Collaborate effectively with the Full-Time Customer Service team to ensure consistent service delivery and resolution of customer issues.
• Analyze and categorize inquiries to identify recurring issues for systematic resolution.
• Undertake ad-hoc tasks, updating and maintaining the Operation Tracker with accurate information provided by the Fulfillment Team.
• Adhere to Lumos' customer service policies and procedures to maintain a high standard of service quality.

Job Requirements

Requirements:

• Proficiency: Native or fluent in English with exceptional written and verbal communication skills.
• Attitude: Demonstrated patience and a friendly, courteous demeanor in customer interactions.
• Skills: Highly detail-oriented, organized, and capable of working independently.
• Experience: Minimum 2 years in a customer service role or equivalent.
• Proficiency in using Zendesk and other relevant customer service tools is a plus.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong problem-solving skills and a customer-centric approach.

Why Join Us:

• Be part of a mission-driven company dedicated to improving cycling safety globally.
• Flexible work hours based on inquiry volumes and company needs.
• Opportunity for long-term collaboration and growth within a dynamic team.

Skills