Driver Operations Associate - Driver Assistance

LALAMOVE PHILIPPINES INC.; Parañaque; On-site; PHP 357,000 - 580,000; Full time

Job summary

Lalamove Philippines Inc. is seeking a Driver Support specialist to be based at our Manila hub. You will assist drivers face-to-face, address account concerns, and provide clear service information to ensure a positive experience.

Using dashboards and CRM tools, you will manage cases, identify patterns, and escalate as needed. A college degree and proficiency in Excel/Sheets are preferred for this fast-paced role.

Qualifications

• College degree or equivalent preferred.
• Experience using Excel and Google Sheets.
• Experience with case management or CRM tools (Salesforce, Zendesk).
• Experience in driver support or customer service in fast-paced environments.

Responsibilities

• Daily face-to-face assistance for drivers involving account concerns.
• Ensure positive experience for drivers visiting the hub.
• Provide clear and accurate information regarding the service.
• Manage and resolve high-priority or complex driver cases, including safety violations and brand impacting cases.

Skills

Verbal communication

Calm under pressure

Case management experience

Analytical thinking

Written communication

Dashboard & ticketing tools

Education

College degree

Tools

Excel

Google Sheets

CRM tools (Salesforce, Zendesk)

Job description

Lalamoveis 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. Delivery is what we do best and we ensure it is always fast and simple.

What You'll Do:

• Daily face-to-face assistance for drivers involving account concerns.
• Ensure positive experience for drivers visiting the hub
• Provide clear and accurate information regarding the service
• Manage and resolve high-priority or complex driver cases, including safety violations and brand impacting cases.

What We Seek:

• Strong verbal communication skills with empathy and patience in handling frustrated drivers or clients.
• Quick to assess concerns, stay calm under pressure, and provide effective solutions.
• Experienced in managing complex or sensitive driver cases.
• Able to identify patterns, inefficiencies, and risks from case data and act on insights.
• Clear and professional communicator in both written and verbal interactions.
• Proficient in using dashboards, ticketing tools, and reporting systems.

What You'll Need:

• College graduate
• Knowledgeable in using Microsoft Excel and Google Sheets
• Experience using case management or CRM tools (e.g., Salesforce, Zendesk, proprietary platforms)
• Experience in case management, driver support or customer service in a fast-paced environment

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.