Assistant Customer Service Manager

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.

At Lalamove, we strongly 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. 

About the role: We are looking for an experienced Assistant Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to assist the Customer Service Manager in keeping the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. 

What You'll Do:

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

Produce accurate reports, identify root cause, and come up with relevant action plan/s to address the gaps in relation to team performance, department KPIs and service quality standards.

Develop a productive, profitable, and achievement-oriented working environment for employees resulting in high performance outputs.

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, including Customer Care Manager and other departments, in solving problems that would address staffing requirements, work assignments, and the like in ensuring that L1 operations are functioning at optimum.

Able to recommend and execute Process Improvements based on opportunities/gaps identified to ensure high efficiency in CS daily operations.

What We Seek:

A proactive leader with high integrity and accountability who can work closely with team leaders and their agents in monitoring and improving operations performance.

What You'll Need:

At least 3 years people management experience in Customer Service Department – Contact Center setup 

Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.) and other productivity software

Advance level in Excel functions and formulas needed for Data Reporting and Analysis

Ability to communicate effectively with people at different levels

Ability to develop, implement and review policies and procedures Experience in a logistics or start-up environment would be an advantage

No active disciplinary sanction. HR track record to be considered and reviewed

Should be able to report on site depending on the advice of the management

Must be willing to work in the Paranque Integrated Terminal Exchange (PITX)