Assistant Customer Service Manager

Lalamove; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Lalamove in the Philippines is seeking an experienced Assistant Customer Service Manager to elevate customer service performance and drive department profitability. The role focuses on supporting the Customer Service Manager to ensure efficient operations, higher customer satisfaction, loyalty and retention, and meeting department expectations.

The ideal candidate will lead frontline teams, produce KPIs-driven reports, and implement improvement plans while fostering a productive work environment

Qualifications

• At least 3 years people management experience in Customer Service Department – Contact Center setup.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.) and other productivity software.
• Advanced level in Excel functions and formulas needed for Data Reporting and Analysis.

Responsibilities

• Manages frontline operation teams to ensure operational excellence and excellent customer service.
• Produce accurate reports, identify root cause, and come up with action plans to address gaps in team performance, KPIs and service quality standards.
• Develop a productive, profitable, and achievement-oriented working environment for employees resulting in high performance outputs.
• 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, including Customer Care Manager and other departments, in solving problems that would address staffing requirements, work assignments, and the like in ensuring that L1 operations are functioning at optimum.
• Able to recommend and execute Process Improvements based on opportunities/gaps identified to ensure high efficiency in CS daily operations.

Skills

People management

MS Office

Advanced Excel

Communication

Policy development

Process improvement

Tools

Excel

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.

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.

About the role

We are looking for an experienced Assistant Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to assist the Customer Service Manager in keeping the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

What You'll Do

• Manages frontline operation teams to ensure operational excellence and excellent customer service.
• Produce accurate reports, identify root cause, and come up with relevant action plan/s to address the gaps in relation to team performance, department KPIs and service quality standards.
• Develop a productive, profitable, and achievement-oriented working environment for employees resulting in high performance outputs.
• 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, including Customer Care Manager and other departments, in solving problems that would address staffing requirements, work assignments, and the like in ensuring that L1 operations are functioning at optimum.
• Able to recommend and execute Process Improvements based on opportunities/gaps identified to ensure high efficiency in CS daily operations.

What We Seek

• A proactive leader with high integrity and accountability who can work closely with team leaders and their agents in monitoring and improving operations performance.

What You'll Need

• At least 3 years people management experience in Customer Service Department – Contact Center setup
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.) and other productivity software
• Advance level in Excel functions and formulas needed for Data Reporting and Analysis
• 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
• No active disciplinary sanction. HR track record to be considered and reviewed
• Should be able to report on site depending on the advice of the management
• Must be willing to work in the Paranque Integrated Terminal Exchange (PITX)

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.