Customer Service Associate
Lalamove
Customer Service Associate
This role is one of the most important positions in our company because you have the most touch points with our users and drivers. You will rush to answer every call on the first ring, and when you are on the phone, you are our lalamove ambassador. Whether our customers or drivers have a positive experience with us depends on you. No two days are ever the same in customer service and don't be surprised if you receive customer or driver complaints occasionally, it probably means that they are feeling frustrated and they need your help. Our best CS role model gives it a laugh and tries their best to turn around the situation. No hard feelings.
This role suits someone who is positive, outgoing and customer-oriented. To succeed, you must be passionate about our business.
Responsibilities:
- Answer incoming customer and driver calls/ Handling chats enquiry and fulfill their request
- Update customers on their order status and manage their expectation
- Monitor fulfillment, and help customers find a vehicle if they have been waiting for a while
- Manage corporate users and their request
- Resolve user conflicts and performance issues related to drivers
- Motivate your peers, and be a role model to others
- Shift Duty is needed
- Hotline Operating hr: Mon - Sat: 08:00 -22:00, Sun& P.H: 09:00 -22:00
Requirements:
- F.5 or HKDSE graduated or above
- DSE
- 1 year relevant work experience (Fresh Graduates are also welcome)
- Assertive with excellent interpersonal and communication skills
- Good team player and responsible
- Fluent in written and spoken English and Cantonese
- Knowledge and understanding of mobile and web technologies
- Proficient in Chinese and English typing