Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it!
Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 10-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since.
Our strength lies in our internal values, namely Passion in serving local communities, empowering SMEs and our driver partners, Execution and Grit because that is how we differentiate ourselves by never giving up and striving for excellence, and Humility - awareness in ourselves to learn from others and never stop improving.
At Lalamove, we believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. We are full steam ahead to make Lalamove synonymous with delivery and on a mission to impact as many local communities as we can. We have massively scaled our efforts across Asia and Latin America, and now have our sights on taking our best in class technology to the rest of the world. And we need your help to get us there!
We are seeking a dynamic Customer Service Associate! The ideal candidate will be passionate about delivering exceptional customer experience and resolving inquiries in a timely and efficient manner.
Think you are up for it? Apply now!
What You'll Do:
- Manages frontline operation teams to ensure operational excellence and excellent customer service.
- Produce accurate reports, identify root causes, and come up with relevant action plans to address the gaps in relation to the team, department KPIs and service quality standards.
- Develop a productive and achievement-oriented working environment for employees resulting in high engagement scores.
- Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction.
- Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team and other departments, in solving problems that would address staffing requirements, work assignments, and the like in ensuring that L1 and L2 operations are functioning at its' optimum.
- Complete ad-hoc assignments from CX Functional team.
- Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)
- Continuously improve knowledge of CHATBOT systems and suggest enhancements to optimize customer service processes.
- Troubleshoot and resolve customer complaints or concerns, escalating issues to appropriate teams when necessary.
- Maintain a high level of product knowledge to effectively address customers or drivers questions and concerns.
- Understand and follow the company procedures: Provide accurate, valid and complete information by using the right methods/tools
What We Seek:
- A go-getter, and problem solver mindset to proactively customize solutions for each customer's needs
- Acute sense of discernment and diplomacy to arbitrate fairly on difficult cases and situations
- Good written and verbal communication skills to communicate accurately within our customers
- Ability to multi-task, prioritize, and manage time effectively
- Basic knowledge of G-suite
What You'll Need:
- Graduate/Masters from a well-reputed University
- Minimum of 1-2 years previous experience in service, customer support, food & beverage, retail or other high volume e-commerce platforms
- Willingness to work weekends and occasional holidays (Eid or any other public holidays)
- Required languages - English, Bengali (both verbal and written)
To all candidates- Lalamove respects your privacy and is committed to protecting your personal data.
This Notice will inform you how we will use your personal data, explain your privacy rights and the protection you have by the law when you apply to join us. Please take time to read and understand this Notice. Candidate Privacy Notice:
https://www.lalamove.com/en-hk/candidate-privacy-notice
