Customer Service Assistant Manager 客戶服務副理

Customer Service Assistant Manager

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. Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 10-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since.

Our strength lies in our internal values, namely Passion in 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 ambition to build an international brand by establishing an even more global presence.

The Opportunity:

We are seeking a hands-on, people-focused Customer Service Assistant Manager to lead our centralized customer services team in Taiwan. You will directly manage a team of 13 members, including a Team Leader and Senior Agents, ensuring smooth operations, exceptional service quality, and continuous process improvement. This role reports directly to the Functional Team at our headquarters and requires close collaboration with both local and regional stakeholders.

What You'll Do

• Ensure all new team members are successfully onboarded and working smoothly with the existing team members in delivering high quality service to our customers.
• Coordinate with stakeholders, including Customer Service Manager and functional teams, in addressing staffing requirements, work assignments, and to ensure that daily operations are functioning at the optimum rate.
• Act as a leader to train, develop and coach the CX team members to provide high level performance and feedback during daily operations, and to ensure KPI targets set by the Functional CX team are fulfilled.
• To participate in reviewing current processes and procedures for the continued improvement of CX operations.
• Update and maintain CX reports and communicate to the management on a regular basis.
• Serve as a point of escalation for customer issues and coordinate professionally in tackling customers' requirements or complaints; ensuring all customer complaints are handled in compliance with standard policies and guidelines.
• Analyse the root causes of complaints, identify issues and implement the best solutions to improve customer experience.
• Complete ad-hoc tasks assigned by Customer Service Manager
• Act as additional support for answering phone calls, chats and emails to address customer and driver enquiry and fulfill their request when needed.

What You'll Need

• Bachelor's degree or above in any discipline.
• Minimum 3 years' experience in customer service or operations, with at least 1 year in a team leadership role.
• Advanced proficiency in Microsoft Excel (functions, formulas, and data analysis) and solid skills in other Microsoft Office applications.
• Excellent communication skills in Mandarin and English.
• Strong ability to manage people, prioritize tasks, and solve problems effectively.
• Experience in logistics, on-demand delivery, or start-up environments is highly preferred.

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