Team Lead | Customer Care

Lalamove Philippines

  • Makati, Philippines
    Herco Center, 114 Benavidez St., Makati, Metro Manila, Philippines
    Metro Manila
  • Full time
Posted 2 months ago and deadline of application is on 25 Jan
Recruiter was hiring 6 days ago

Team Lead | Customer Care

Lalamove Philippines

Job Description

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 we can. We have massively scaled our efforts across Asia 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!

As Customer Care Asst. Manager, you will work closely with the various stakeholders in the market / region to ensure operational excellence of the call centre. This includes identifying opportunities to improve the platform and process for customer experience, as well as to drive down contact ratio for the platform. The goal is to ensure the operations can grow sustainably. The role is also expected to provide development and coaching for the team, and work with the WFM team to manage traffic volume and skills routing. There will also be opportunity to participate in driving projects to continuously optimise the operations. Apart from experience in managing call centre operations, the ideal candidate should have a keen interest and capability to work with data, and drive actions out of the insights.

What we seek:

  • People manager: able to provide development and training for the team, and identify necessary succession plans for the team
  • Quick learner: ability to pick up new skills or tasks quickly
  • Problem solver: critical thinking skills and have the ability to identify creative and practical solutions to problems
  • Data savvy: enjoy analysing data and have the ability to present data that highlights insights for action
  • High autonomy: self-organised, initiator, passionate with a can-do attitude and own end-to-end projects
  • Team player: ensure stakeholders are involved and aligned for project execution
  • Communicative: have the ability to communicate effectively with peers and seniors, inspire actions and influence the strategy of stakeholders

Minimum Qualifications

  • Degree holder with a proven track record of stakeholder management
  • At least 4 years of work experience in customer service field, with a minimum of 2 years in a team management capacity
  • Experience in e-commerce / logistics field is a plus
  • A sound knowledge and understanding of contact centre management principles
  • Experience in working in a multi-location, multi-culture environment is a plus
  • Excellent command of written and communication skills in English and Chinese

Perks and Benefits

  • Paid Holidays Paid Holidays
  • Paid Vacation Leave Paid Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Paid Bereavement/Family Leave Paid Bereavement/Family Leave
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Single Parent Leave Single Parent Leave
  • Special Leave Benefits for Women Special Leave Benefits for Women
  • Medical / Health Insurance Medical / Health Insurance
  • Free Lunch or Snacks Free Lunch or Snacks

Jobs Summary

Job level
Mid-Senior Level / Manager
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while 
Office Address
Herco Center, 114 Benavidez St., Makati, Metro Manila, Philippines
1 opening

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About Lalamove Philippines

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. Onto our fifth year as a start-up, now operating in Hong Kong, China, Taiwan, Thailand, Singapore, Vietnam and Philippines, our aspirations don’t stop there as our model has the ability to transform how goods are moved in any city worldwide. Backed by a team of dynamic entrepreneurs, we all breathe passion, grit, execution & humility which are our company’s core values . At Lalamove, we are all about providing professional delivery to our thousands of business customers via our technology platform. To do this, we engage independent delivery drivers from all over the city. You’ll be charged with finding, recruiting and training our partner drivers. In this role, you’ll be asked to not only build the biggest fleet in your city, but also the best. You will have to know everything about what it means to be a delivery driver and learn the tricks of the trade. You will both be a driver advocate, but all charged with holding them accountable for the level of service they provide. To succeed, you will lead by example and solve any issues that come up. Using data as your ally, you will hold yourself, your team and our drivers to the highest performance standards.
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