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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 you’ll do:
To provide exceptional frontline people leadership and operational management for Customer Service for Lalamove in the UK.
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
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