Job description for Customer Experience Consultant at Lumens Pte Ltd
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 Experience Consultant to join us in Singapore.
Your Role on Our Journey
As a Customer Experience Consultant, you’ll be the friendly face and trusted advisor for our customers throughout their leasing journey — from onboarding to offboarding. Your mission? To build strong, lasting relationships that turn every handover into a new opportunity.
You'll get to understand each customer's needs, recommend the right vehicle solutions, and guide them through recontracting or upgrading options that best suit their lifestyle. Whether it's exploring lease extensions, structuring offers with our sales and finance teams, or sharing the latest promotions, you'll play a key role in ensuring every customer stays satisfied and engaged.
Your Day-to-Day Adventures
• Engage with customers during onboarding and offboarding processes to identify potential recontracting opportunities.
• Analyze customer needs and propose tailored solutions, such as upgrading vehicles or extending lease terms.
• Develop and maintain strong relationships with customers to ensure seamless transitions and foster long-term loyalty.
• Collaborate with sales, customer service, and finance teams to structure competitive offers.
• Track and report recontracting opportunities and conversion rates, providing insights for process improvement.
• Educate customers on the benefits of extended lease options, vehicle upgrades, and promotional offers.
• Handle objections and provide solutions that align with customer requirements and business objectives.
• Stay updated on industry trends, competitor offerings, and pricing strategies to maintain a competitive edge.
What Makes You a Perfect Fit
• At least 2 years of experience in a customer-focused role, such as Sales, Account Manager or Customer Service.
• A passion for helping and interacting with people.
• Strong problem-solving skills, with a knack for resolving issues swiftly and satisfactorily.
• Excellent communication skills and proactive, empathetic approach to customer service.
• The ability to identify sales opportunities without ever losing that personal, caring touch.
