Assistant Customer Service Manager 客戶服務副理

Job description

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 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. 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. Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘global’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have ambition to build an international brand by establishing an even more global presence. **The Opportunity:** We are seeking a hands-on, people-focused Customer Service Assistant Manager to lead our centralized customer services team in Taiwan. You will directly manage and develop a growing team, driving daily operations, exceptional service quality, and process improvements. This role reports directly to the Functional Team at our headquarters and requires close collaboration with both local and regional stakeholders. ### What you’ll do - Ensure all new team members are successfully onboarded and working smoothly with the existing team members in delivering high quality service to our customers. - Coordinate with stakeholders in addressing staffing requirements, work assignments, and to ensure that daily operations are functioning at the optimum rate. - Act as a leader to train, develop and coach the CX team members to provide high level performance and feedback during daily operations, and to ensure KPI targets set by the Functional CX team are fulfilled. - To participate in reviewing current processes and procedures for the continued improvement of CX operations. - Update and maintain CX reports and communicate to the management on a regular basis. - Serve as a point of escalation for customer issues and coordinate professionally in tackling customers' requirements or complaints; ensuring all customer complaints are handled in compliance with standard policies and guidelines. - Analyse the root causes of complaints, identify issues and implement the best solutions to improve customer experience. #### Additional Responsibilities - Complete ad-hoc tasks assigned by Customer Service Manager. - Support frontline operations as required, addressing and resolving complaints and issues from customers and drivers. ### What you'll need - Minimum of 5 years of experience in customer service and matrix organisation with at least 3 years in supervisory role, experience in logistics, platform and on-demand delivery industry is a plus. - Proficiency in Google Workplace, Microsoft Office for data reporting and analysis. - Excellent in communication and written in Mandarin and English. - Bachelor’s degree or above. ### Personal Attributes 1. **Leadership**: Strong sense of responsibility and ability to take leadership not limited in performance management, coaching and development. 2. **Adaptability**: Proven track records to adapt quickly to changing priorities and dynamic environments with agility. 3. **Problem-solving**: Good analytical and problem solving skills, with the ability to make data-driven decisions. 4. **Collaboration**: Demonstrated in stakeholder management and cross functional collaboration to drive operational excellence and collaborative environment is essential.