Customer Service Associate

Lalamove; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Job summary

Lalamove is building a world class Customer Services team. The Customer Service Associate role is one of the most important positions in our company because you have the highest touch points with our users and drivers!

As our Lalamove ambassador, whether our clients or drivers have a positive experience depends on you! Does providing problem-solving resources, and keeping your customers happy bring satisfaction to you?

Qualifications

• Bachelor's degree or equivalent experience preferred.
• Minimum 1 year in service, customer support, F&B, retail or high-volume ecommerce.
• Multilingual ability is an advantage; Mandarin, English and Bahasa Malaysia valued.

Responsibilities

• Inquiry management (inbound and outbound) to support users and drivers.
• Handle customer and driver complaints with solutions within time limits.
• Match supply and demand and engage drivers to maximise fulfillment.
• Follow company procedures and provide accurate information using tools.
• Be a go-getter and problem solver to tailor solutions for each customer.
• Demonstrate diplomacy to arbitrate in difficult cases.
• Communicate clearly in writing and spoken language with customers.
• Multitask, prioritise and manage time effectively.
• Willing to work weekends, early mornings, late nights, and holidays.

Skills

Inquiry management

Complaint handling

Match supply & demand

Communication skills

Problem solving

Diplomacy

Multitasking

Time management

Weekend/evening flexibility

Mandarin

English

Bahasa Malaysia

Education

Bachelor's degree or equivalent

Job description

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!

Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 10-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since.

Our strength lies in our internal values, namely Passion in serving local communities, empowering SMEs and our driver partners, Execution and Grit because that is how we differentiate ourselves by never giving up and striving for excellence, and Humility - awareness in ourselves to learn from others and never stop improving.

At Lalamove, we strongly 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. Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have ambition to build an international brand by establishing an even more global presence.

We are building a world class Customer Services team. The Customer Service Associate role is one of the most important positions in our company because you have the highest touch points with our users and drivers! As our Lalamove ambassador, whether our clients or drivers have a positive experience depends on you!

Does providing problem-solving resources, and keeping your customers happy bring satisfaction to you? Join the team at Lalamove and experience first hand, the thrill of disrupting the logistics industry all while providing excellent customer service. This role suits someone who is positive, outgoing and customer-oriented. To succeed, you must be passionate about our business.

Think you are up for it?

• Inquiry management (inbound and outbound): Provide support to our users and drivers by answering their questions in a proactive, clear and efficient manner.
• Handle customer and driver complaints: Provide appropriate solutions and alternatives within the time limits and limit the risks of driver/user dissatisfaction.
• Match supply and demand: Monitor Lalamove daily operations activities and pro-actively engage driver to ensure a maximum fulfillment rate.
• Understand and follow the company procedures: Provide accurate, valid and complete information by using the right methods/tools.
• A go-getter, and problem solver mindset to proactively customize solution for each customer needs
• Acute sense of discernment and diplomacy to arbitrate fairly on difficult cases and situations
• Good written and verbal communication skills to communicate accurately within our customers
• Ability to multitask, prioritize, and manage time effectively
• Willingness to work weekends, early mornings, late nights, and occasional holidays
• Trilingual; Mandarin, English & Bahasa Malaysia - would be an added advantage
• Bachelor's degree or other college experience preferred
• Minimum of 1 year experience in service, customer support, food & beverage, retail or other high volume ecommerce platforms