Customer Service Associate

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! 

Our strength lies in our internal values, namely Passion for serving local communities, empowering SMEs and our driver partners, Execution, and Grit because that is how we differentiate ourselves by never giving up and striving for excellence, and Humility - awareness in ourselves to learn from others and never stop improving.

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. Since 2013, we have tackled the logistics industry head-on to find the most innovative solutions for the world’s delivery needs. 

Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have the ambition to build an international brand by establishing an even more global presence. 

As a Customer Service Associate, you will be reporting to the Customer Service Team Lead. You will be responsible for assisting customers with inquiries and complaints related to our products and services. Quick wits, problem-solving, and a “team first” mentality will be critical to your success. This role is a unique opportunity to have a measurable impact on your market through the growth of business clients on the Lalamove platform.

Think you are up for it? Apply now and join us as #OneLalamove!

The recruitment process will be carried out in English, and only shortlisted candidates will be notified.

What you’ll do:

• Provide world-class customer service for our corporate clients, individual customer,s and driver partners via the Live Chat channel
• Handle, investigate, and provide solutions to customer inquiries 
• Attend and educate on customers’ inquiries to make sure first contact resolution
• Interact with our Driver Operations & Finance team regularly 
• Record details of inquiries, comments, or complaints
• Provide support to our users and drivers by answering their questions in a proactive, clear and efficient way using the right methods/tools.

What we seek:

• Positive/dynamic/customer oriented
• Good written and verbal communication
• Target-driven, self-starter, able to work in a fast-paced environment
• A problem solver and able to multitask
• Analytical thinking
• Agile and fast learner

What you'll need:

• Bachelor's degree from any major
• Minimum 1-year experience in customer service/contact center/BPO 
• Proficient and confident when communicating in English (both verbal and written)
• Experienced in telco, e-commerce, or tech line of business is preferred
• Computer literacy; familiar with Google, spreadsheets, instant messaging
• Willing to work in shifts (early morning, public holidays) and be flexible

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