Customer Service Team Lead

5 days ago

Manila, National Capital Region, Philippines Lalamove Full time

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

Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders every day. With 1600+ employees spread across SEA and LATAM, our 10-year-old company 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.

Your Role:
  • Responsible for managing a team of Customer Service Agents, their individual performance, metrics achievement, daily attendance, etc.
  • Conduct coaching sessions for agents regularly to address pain points and areas for immediate improvement.
  • Facilitate Weekly Team Meetings - Briefing of product and/or process updates, performance status, etc.
  • Monthly Performance Review - Discuss end-of-month performance of individual team members and address as necessary.
  • Real-time Performance Monitoring - Ensure agents are adhering to the agreed schedule and proper notification is done (breaks, queue/skillset, attendance). All metrics are managed and achieved daily (Service Level, Abandon Rate, Answer Rate etc.).
  • Oversee L2 Escalation and critical Case Management.
  • Ensure quality of service is maintained at all times.
What We Seek:
  • Bachelor's degree in any field you're passionate about
  • Preferably 2-3 years of leadership experience handling a team.
  • Has passion for performance/excellence and ability to go with a fast-paced environment.
  • Has experience in handling voice and chat channels.
  • Should be able to report on-site, and willing to be assigned in Paranaque City.

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

To learn more about Lalamove Philippines, please visit and follow our LinkedIn Page: www.linkedin.com/company/lalamove/

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