Job Description

Customer Service Representative (Full-Time) 

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 Full-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. 

Hours: Mon-Fri; 10am - 6pm. There is the possibility of potential increases during peak periods (2-4 times a year) where the representative should be able to work outside these hours.

Ideal Candidate: Must be based in Malaysia. Passionate about delivering exceptional customer experiences, capable of independent work, and proactive in handling customer service.

Job Requirements

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 Marketing and Engineering teams 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.

• Requirements:
• Experience: Minimum 2-3 years in a customer service role or equivalent.
• Proficiency in using Zendesk is a huge plus and other relevant CRM/Service tools. 
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong problem-solving skills and a customer-centric approach.
• Proficiency: Native or fluent in English with exceptional written and verbal communication skills.
• Attitude: Demonstrates patience and a friendly, courteous demeanor in customer interactions.
• Skills: Highly detail-oriented, organized, and capable of working independently.

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