Customer Services Assistant Manager

Lalamove; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

An established industry player is seeking a dynamic leader to manage operations at their contact center in KSA. This role involves ensuring excellent customer service, developing a high-performing team, and implementing strategies to enhance customer satisfaction. You will be at the forefront of operational management, working closely with various stakeholders to ensure the team meets its KPIs. If you are passionate about leadership and customer service, and have a background in logistics or a start-up environment, this is an exciting opportunity to make a significant impact in a fast-paced setting.

Qualifications

• Proven track record in stakeholder management and customer service.
• 4+ years in customer service with 1+ year in team management.

Responsibilities

• Manage frontline operation teams for operational excellence.
• Produce reports and develop action plans to improve service quality.

Skills

Stakeholder Management

Customer Service

Effective Communication

Policy Development

Team Management

Problem Solving

Education

Degree in relevant field

Tools

Microsoft Office

Google Suite

Job description

At Lalamove, we 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. We are full steam ahead to make Lalamove synonymous with delivery and on a mission to impact as many local communities as we can. We have massively scaled our efforts across Asia, Latin America, Middle East and now have our sights on taking our best in class technology to the rest of the world. And we need your help to get us there!

Role

To provide exceptional frontline people leadership and operational management for the Level 1 and Level 2 Contact Centre for Lalamove in KSA.

What You Will Do

1. Manage frontline operation teams to ensure operational excellence and excellent customer service.
2. Produce accurate reports, identify root causes, and come up with relevant action plans to address the gaps in relation to team, department KPIs and service quality standards.
3. Develop a productive and achievement-oriented working environment for employees resulting in high engagement scores.
4. 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.
5. Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team and other departments, in solving problems that would address staffing requirements, work assignments and the like in ensuring that L1 and L2 operations are functioning at its optimum.
6. Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)

What You’ll Need

1. Degree holder with a proven track record of stakeholder management.
2. Proficiency of computer skills in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite.
3. Ability to communicate effectively with people at different levels.
4. Ability to develop, implement and review policies and procedures.
5. At least 4 years work experience in customer service field, with a minimum of 1 year in team management capacity.
6. A sound knowledge and understanding of contact centre management principles.
7. Excellent command of written and communication skills in English, (enter other language requirement here).
8. Experience in a logistics or start-up environment would be an advantage.
9. Experience in a multi-location, multi-culture environment is a plus.

To all candidates- Lalamove respects your privacy and is committed to protecting your personal data.

This Notice will inform you how we will use your personal data, explain your privacy rights and the protection you have by the law when you apply to join us. Please take time to read and understand this Notice. Candidate Privacy Notice: https://www.lalamove.com/en-hk/candidate-privacy-notice