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Company Description
Lumina Drones is a pioneer in drone light displays, creating immersive experiences that combine advanced aerial technology with artistic design. The company delivers eco-friendly, choreographed performances that redefine live entertainment for events, brands, and special celebrations. Lumina specializes in personalized show design, transforming each client’s story into unforgettable visual narratives in the sky. Services include innovative drone shows as well as photo and video production to capture these moments. Lumina’s mission is to elevate events with breathtaking aerial artistry that leaves a lasting impression on audiences.
Role Description
The Customer Service Manager is a part-time, hybrid role based in Watford, with flexibility for some work from home. The role involves overseeing customer service operations, ensuring prompt and professional responses to inquiries about drone light shows, event bookings, and service offerings.
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Day-to-Day Responsibilities
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- Managing customer support channels
- Resolving escalated issues
- Monitoring customer satisfaction
- Maintaining accurate records of client interactions
The Customer Service Manager will collaborate with sales, production, and technical teams to coordinate information, provide clear communication to clients, and support smooth delivery of events. The role also includes:
- Reviewing feedback
- Identifying service improvements
- Contributing to customer service processes and guidelines
Qualifications
- Strong customer-focused skills, including Customer Service Management, Customer Satisfaction, and Customer Support experience.
- Excellent Communication abilities, both written and verbal, to interact effectively with clients and internal teams.
- Solid Analytical Skills to interpret customer feedback, identify trends, and propose service improvements.
- Experience in managing service workflows, ticketing or CRM systems, and maintaining organized records.
- Ability to work effectively in a hybrid environment, balancing on-site presence in Watford with remote responsibilities.
- Previous experience in events, entertainment, technology, or related service industries is beneficial.
- Strong problem-solving skills, attention to detail, and a calm, professional approach to handling escalations.
- Relevant education or training in customer service, business, communications, or a related field is an advantage.
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