Customer Services Assistant Manager

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, Latin America, the Middle East 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!   To provide exceptional frontline people leadership and operational management for the Level 1 and Level 2 Contact Centre for Lalamove in Germany. What we seek:

Manages frontline operation teams to ensure operational excellence and excellent customer service.

Produce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to 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.)

What you'll need:

Bachelor’s degree (or equivalent) with a demonstrated track record in effective stakeholder management

Minimum of 4 years’ experience in customer service, including at least 1 year in a team leadership or supervisory role

Strong communication skills with the ability to engage and influence stakeholders across all organizational levels

Solid understanding of contact centre operations and management principles

Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace

Experience within a logistics or start-up environment is advantageous

Exposure to multi-location and multicultural work environments is a plus

Proven ability to develop, implement, and evaluate policies and procedures

Fluency in English and a minimum C1 level in German