Customer Service Ops Lead - Logistics (On-site PITX)

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 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