Team Lead | Customer Care  

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

• 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