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Customer Happiness Associate for Social Media

Lalamove, Manila

See jobs at Lalamove


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.

Onto our sixth year as a start-up, now operating in Hong Kong, China, Taiwan, Thailand, Singapore, Vietnam, Indonesia, Malaysia, and Philippines, our aspirations don’t stop there as our model has the ability to transform how goods move in any city worldwide. Backed by a team of experienced entrepreneurs, Lalamove offers a great place to add real value because you get real ownership of what you do. Come work with energetic, dynamic individuals, and play a critical role in disrupting the entire logistics market in a cutting-edge tech company.

As we continue to expand our service in Manila, this Customer Happiness Associate role is one of the most important positions in our company as you have the most touch points with our customers and drivers. You’re expected to answer every call and be our Lalamove ambassador. Our customers and drivers’ delightful experience solely depends on you. This role will require you to be comfortable with answering the customer’s and driver’s queries with an open and patient mind. It is important that you provide excellent customer service in a timely manner.

Does providing problem-solving resources, and keeping your customers happy bring satisfaction to you? Join the team at Lalamove and experience first hand, the thrill of disrupting the logistics industry all while providing excellent customer service. This role suits someone who is positive, outgoing and customer-oriented. To succeed, you must be passionate about our business.

Think you are up for it? Apply now!

Responsibilities

  • Inquiry management (inbound and outbound): Provide support to our users and drivers by answering their questions in a proactive, clear and efficient manner
  • Handle customer and driver complaints: Provide appropriate solutions and alternatives within the time limits and limit the risks of driver/user dissatisfaction
  • Match supply and demand: Monitor Lalamove daily operations activities and pro-actively engage drivers to ensure a maximum fulfillment rate
  • Understand and follow the company procedures: Provide accurate, valid and complete information by using the right methods/tools
  • Perform other administrative duties for the team, or any other duties assigned by the Customer Happiness Manager

What We Seek

  • A go-getter, and problem solver mindset to proactively customize solutions for customer needs
  • Acute sense of discernment and diplomacy to arbitrate fairly on difficult cases and situations
  • Good written and verbal communication skills to communicate accurately with our customers
  • Ability to multi-task, prioritize, and manage time effectively

What You'll Need

  • Bachelor’s degree in any field you’re passionate about!
  • Communication is your bread and butter (written and verbal)
  • Analytical and problem solver
  • 1 year of customer service experience (may it be email or phone support)
  • Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
  • The ability to accept feedback gracefully
  • The heart and passion for our customers and the ability to exude client satisfaction
  • An eye for the minute details
  • Initiative and are self-motivated
  • Willing to be assigned in Makati City

About Lalamove

About Lalamove Lalamove began life as EasyVan in December 2013. Founded by Chow Shing-Yuk, EasyVan was originally about leveraging the sharing economy and satisfying a specific logistical need - van hiring. The name EasyVan was conceived out of the desire for something catchy and easy to remember. Shortly after in July 2014, EasyVan expanded to Singapore, Thailand, Taiwan and numerous cities in Southeast Asia. "Lalamove" became a more appropriate name as the fleet of vehicles evolved from just vans, to motorcycles and trucks of varying sizes. In fact, "Lalamove it" has become the term synonymous with getting things delivered quickly and reliably, the Lalamove way. The Lalamove logistics platform has revolutionised van hiring call centers of old to being a process so streamlined, customers and drivers receive a match with each other within 12 seconds. Local deliveries are fulfilled at a breakneck 55 minutes, door-to-door. For drivers, Lalamove significantly optimises their fleet and route, maximising their earning potential. Lalamove applications are developed by Huolala Global Investment Limited, and are available online, Apple Appstore and Google's Play store. Find out the latest about Lalamove as a company and stay up-to-date through our blog and press releases.

Want to learn more about Lalamove? Visit Lalamove's website.