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.
High-quality customer service is the most important value at Lalamove, and the Customer Service Department stands at the forefront of the company, serving as the key to providing high-quality service. When communicating with customers and drivers, you will represent Lalamove as a Lalamove ambassador, and you will determine the experience of customers and drivers. You must be committed to providing the best service, because Lalamove's image is built by you!
The Customer Service Department needs to handle various different issues every day. You need to face every incoming call with a calm mind and assist customers and drivers in solving problems with a professional attitude.
Responsibilities 主要職責： Answer incoming customer and driver calls/ Handling chats enquiry and fulfill their request;
接聽熱線電話/處理線上即時對話，滿足顧客及司機的需要
Update customers on their order status and manage their expectation;
為客戶跟進訂單進度及管理客戶要求
Monitor fulfillment, and help customers find a vehicle if they have been waiting for a while;
監控訂單配對率，協助乘客尋求合適的司機
Manage corporate users and their request;
協助管理商業客戶，以滿足他們的需求
Resolve user conflicts and performance issues related to drivers;
處理顧客投訴，協助顧客及司機解決問題
Motivate your peers, and be a role model to others.
與同事建立良好關係，成為團隊中的好榜樣
Shift Duty is needed 需輪班工作
(Hotline Operating hr: Mon - Sat: 08:00 -22:00, Sun& P.H: 09:00 -22:00)
Requirements 資歷要求： F.5 or HKDSE graduated or above
中五或DSE 以上學歷程度
1 year relevant work experience (Fresh Graduates are also welcome)
1 年相關工作經驗 (歡迎應屆畢業生)
Assertive with excellent interpersonal and communication skills
良好溝通技巧
Good team player and responsible
良好團隊精神，有責任感
Fluent in written and spoken English and Cantonese
流利廣東話及英語書寫及會話
Knowledge and understanding of mobile and web technologies
有基本流動電話及電子科技知識
Proficient in Chinese and English typing
懂中英文輸入法
Want to know more about us? Please visit our website: www.lalamove.com
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