Deskripsi Pekerjaan
Join Lumens Group as a Driver Engagement Consultant and become the cornerstone of our driver community's success. In this vital role, you'll forge meaningful connections with Private Hire Vehicle (PHV) drivers, delivering exceptional after-sales support that transforms challenges into opportunities. Your expertise will directly impact driver retention and satisfaction through proactive issue resolution, strategic contract upselling, and personalized relationship building. This position offers the chance to shape our transportation ecosystem by acting as the primary liaison between drivers and company services, ensuring seamless operations and fostering loyalty.
We seek a dynamic professional who thrives in customer-centric environments and excels at converting interactions into long-term partnerships. Your contributions will directly influence driver performance metrics and service quality, making this role ideal for individuals passionate about human connection and operational excellence. If you're ready to elevate driver experiences and drive business growth, Lumens Group offers a collaborative platform where your skills can truly make an impact.
Tanggung Jawab
- Deliver comprehensive after-sales support to PHV drivers, addressing operational issues and technical concerns promptly
- Proactively identify and execute upselling opportunities for contracts and value-added services
- Build and sustain strong, trust-based relationships with drivers to enhance retention and loyalty
- Collaborate with cross-functional teams to resolve systemic driver-related challenges
- Monitor driver engagement metrics and implement strategies to improve satisfaction scores
- Conduct regular check-ins with driver network to gather feedback and service improvement ideas
- Develop customized solutions to address individual driver needs while aligning with company policies
Kualifikasi
- Proven experience in customer service, sales, or driver management roles
- Exceptional communication and interpersonal skills with ability to build rapport
- Strong problem-solving abilities and conflict resolution expertise
- Experience with CRM systems and data-driven engagement strategies
- Proficiency in English and Bahasa Malaysia; multilingual skills preferred
- Ability to work independently in fast-paced environments with minimal supervision
- Knowledge of transportation industry regulations and driver ecosystem dynamics
- Demonstrated track record in upselling and relationship-based sales