Customer Service Manager
3 weeks ago
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 and Latin America, 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 a
**What you will do**:
- Manage frontline operation teams to ensure operational excellence and excellent customer service.
- 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 its optimum.
- Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)
**What we seek**:
- Leadership skill to manage a sizable, high performing CS team in Vietnam
- Strong sense of prioritization and structured mindset to cover multiple projects at the same time, without compromising on quality.
- Acute sense of discernment and diplomacy to arbitrate fairly on difficult cases
- Exceptional written and verbal communication skills to communicate accurately within your team and across Lalamove networks
- Data-driven to identify leverages and make the best decisions for the business in every situation
- Innovative, problem solving and able identified gaps to improve the process, departments or organizations
**What you will need**:
- At least 4 years work experience in customer service field, with a minimum of 3 years in team management capacity
- A sound knowledge and understanding of contact centre management principles
- A proven track record of stakeholder management
- Ability to communicate effectively with people at different levels
- Ability to develop, implement and review policies and procedures
- Experience in a logistics or start up environment would be an advantage
- Experience in multi-location, multi-culture environment is a plus
- Excellent command of written and communication skills in English
- Proficiency of computer skill in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite
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