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Hybrid Customer Services Assistant Manager at Lalamove

Lalamove · New York, United States Of America · Hybrid

Microsoft Office

Microsoft Excel

Microsoft PowerPoint

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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, Middle East, Europe 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!


What we seek:
  • To provide exceptional frontline people leadership and operational management for Customer Service for Lalamove in the US
  • Manage and coordinate with external BPO partners to ensure seamless service delivery and alignment with internal customer service standards
  • 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 their optimum

    • Additional Responsibilities:
  • Complete ad-hoc assignments from the CX Functional team.  
  • Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.) 


    • What you'll need:
  • Degree holder with a proven track record of stakeholder management 
  • Proficient in computer skills in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite
  • Ability to communicate effectively with people at different levels
  • Ability to develop, implement, and review policies and procedures
  • At least 4 years of work experience in the customer service field, with a minimum of 1 year in team management capacity 
  • A sound knowledge and understanding of contact centre management principles 
  • Excellent command of written and communication skills in English 
  • Experience in a logistics or start-up environment would be an advantage


    • 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
    Apply Now

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