Customer Service Associate

Lalamove; Hong Kong; On-site; HKD 134,000 - 201,000; Full time

Job summary

Lalamove in Hong Kong is seeking a dedicated Customer Service professional who will be the first point of contact for customers and drivers. You will respond to calls and chats, guide users, and help resolve issues to ensure a positive experience.

The role requires 1 year of related experience or fresh graduates, fluent English and Cantonese, and comfort with mobile and web technologies. Shift work and strong teamwork are essential.

Qualifications

• F.5 or HKDSE graduation or above.
• 1 year relevant work experience; fresh graduates welcome.
• Excellent interpersonal and communication skills.
• Fluent English and Cantonese, written and spoken.

Responsibilities

• Answer incoming customer and driver calls, handle chats, fulfill requests.
• Update customers on order status and manage expectations.
• Monitor fulfillment and help customers find a vehicle if waiting.
• Manage corporate users and their requests.
• Resolve conflicts related to drivers and customer issues.
• Shift duty required; hotline hours: Mon-Sat 08:00–22:00, Sun/PH 09:00–22:00.

Skills

Interpersonal skills

English fluency

Cantonese fluency

Team player

Problem solving

Mobile web tech

CN/EN typing

Education

F.5 or HKDSE above

Job description

This role is one of the most important positions in our company because you have the most touch points with our users and drivers. You will rush to answer every call on the first ring, and when you are on the phone, you are our lalamove ambassador. Whether our customers or drivers have a positive experience with us depends on you.

No two days are ever the same in customer service and don't be surprised if you receive customer or driver complaints occasionally, it probably means that they are feeling frustrated and they need your help. Our best CS role model gives it a laugh and tries their best to turn around the situation. No hard feelings.

This role suits someone who is positive, outgoing and customer-oriented. To succeed, you must be passionate about our business.

優質的客戶服務是Lalamove最重視的價值，而客戶服務部站在公司的最前線，是提供優質服務的關鍵。與客戶和司機溝通時，您將代表Lalamove化身為Lalamove大使，您將決定客戶及司機的體驗。您必須致力提供最佳服務，因為Lalamove的形象是由您建立!

客戶服務部每日需要處理各種不同的問題，您需要以平常心去面對每一通來電、以專業態度協助客戶及司機解決問題。

Responsibilities 主要職責：

• Answer incoming customer and driver calls/ Handling chats enquiry and fulfill their request;
• 接聽熱線電話/處理線上即時對話，滿足顧客及司機的需要
• Update customers on their order status and manage their expectation;
• 為客戶跟進訂單進度及管理客戶要求
• Monitor fulfillment, and help customers find a vehicle if they have been waiting for a while;
• 監控訂單配對率，協助乘客尋求合適的司機
• Manage corporate users and their request;
• 協助管理商業客戶，以滿足他們的需求
• Resolve user conflicts and performance issues related to drivers;
• 處理顧客投訴，協助顧客及司機解決問題
• Motivate your peers, and be a role model to others.
• 與同事建立良好關係，成為團隊中的好榜樣
• Shift Duty is needed 需輪班工作
• (Hotline Operating hr: Mon - Sat: 08:00 -22:00, Sun& P.H: 09:00 -22:00)

Requirements 資歷要求：

• F.5 or HKDSE graduated or above
• 中五或DSE 以上學歷程度
• 1 year relevant work experience (Fresh Graduates are also welcome)
• 1 年相關工作經驗 (歡迎應屆畢業生)
• Assertive with excellent interpersonal and communication skills
• 良好溝通技巧
• Good team player and responsible
• 良好團隊精神，有責任感
• Fluent in written and spoken English and Cantonese
• 流利廣東話及英語書寫及會話
• Knowledge and understanding of mobile and web technologies
• 有基本流動電話及電子科技知識
• Proficient in Chinese and English typing
• 懂中英文輸入法

Want to know more about us? Please visit our website: www.lalamove.com

To all candidates- Lalamove respects your privacy and is committed to protecting your personal data.

This Notice will inform you how we will use your personal data, explain your privacy rights and the protection you have by the law when you apply to join us. Please take time to read and understand this Notice. Candidate Privacy Notice: https://www.lalamove.com/en-hk/candidate-privacy-notice

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.