Multilingual Customer Experience 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 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?