Customer Service Associate (L1)

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 12-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 ‘glocal’ 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. ### What you’ll do - Inquiry management (inbound and outbound) - Provide support to our users and drivers by answering their questions in a proactive, clear and efficient way - Handle customer and driver complaints - Provide appropriate solutions and alternatives within the time limits and limit the risks of driver/user dissatisfaction - Match supply and demand - Monitor Lalamove daily operations activities and pro-actively engage driver to ensure a maximum fulfillment rate - 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 solution for each customer needs. - Acute sense of discernment and diplomacy to arbitrate fairly on difficult cases and cooperate with different types of characters. - Good written and verbal communication skills to communicate accurately within our customers. - Ability to multi-task, prioritize, and manage time effectively. ### What you’ll need - Bachelor's degree or college experience preferred. Previous experience in customer support - Willingness to work weekends, early mornings, late nights, and occasional holidays - Positive, outgoing and customer-oriented - Good team player and responsible - Fluent in English & Thai - Immediately available is highly preferred