Customer Service Team Leader
Lalamove Philippines
- Makati, PhilippinesHerco Center, 114 Benavidez St., Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job closed.
Job Description
Your Role:
- Oversee and monitor all activities on a daily basis
- Assist and support associates on managing customer traffic
- Manage workforce and assignment distribution based on the traffic need
- Maintain compliance of established procedures, regulations and tracking
- Coach and develop coaches to lead effectively, including managing by walking and observation of expected behaviors
- Performs other duties that may be assigned by management from time to time
Minimum Qualifications
What we seek:
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Able to engage our mobile app users directly to handle customer queries, resolve conflicts and ensure a high level of customer satisfaction
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Able to coordinate with different parties of the entire order fulfillment process - pick-up, drivers and drop-off to ensure a high level of fulfillment rate
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Able to contribute significantly to the Customer Happiness (CH) team in terms of order fulfillment
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Perform other administrative duties for the team, or any other duties assigned by the Customer Care Manager
What you'll need:
- Bachelor’s degree in any field you’re passionate about!
- Communication is your bread and butter (written and verbal)
- Analytical and problem solver
- 4 years of team lead experience in a BPO company (may it be email or phone support)
- Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
- The ability to accept feedback gracefully
- The heart and passion for our customers and the ability to exude client satisfaction
- An eye for the minute details
- Initiative and are self-motivated
- Willing to be assigned in Makati City
Perks and Benefits
- Special Leave Benefits for Women
- Single Parent Leave
- Medical / Health Insurance
- Paid Sick Leave
- Free Lunch or Snacks
- Paid Bereavement/Family Leave
- Paid Holidays
- Paid Vacation Leave
- Maternity & Paternity Leave
Jobs Summary
- Job Level
- Associate / Supervisor
- 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
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.