Customer Services Assistant Manager at Lalamove

📋 Description

• Manages frontline operation teams to ensure ops excellence and service.
• Produce accurate reports, identify root causes, and plan actions.
• Build a productive, achievement-oriented team with high engagement.
• Coach and manage performance of Customer Service Team Leaders.
• Coordinate with MDs, CX, and other teams on staffing and L1/L2 ops.
• Complete ad-hoc CX assignments.
• Initiate projects to improve customer satisfaction and ABR metrics.

🎯 Requirements

• Bachelor's degree (or equivalent) with stakeholder management.
• Min 4 years in customer service, incl. at least 1 year in leadership.
• Strong communication to engage and influence stakeholders at all levels.
• Solid understanding of contact centre operations and management.
• Advanced proficiency in MS Office (Word, Excel, PowerPoint) and Google Workspace.
• Excellent written and verbal German and English.
• Experience in logistics or startup environment is advantageous.
• Exposure to multi-location and multicultural work environments.
• Proven ability to develop, implement, and evaluate policies and procedures.