Leadership Position for Customer Support
5 days ago
We're a dynamic organization disrupting the logistics industry with our cutting-edge technology.
As a forward-thinking company, we connect customers and drivers directly, providing lightning-fast and convenient delivery solutions. Our platform empowers businesses and individuals to access what they need quickly and efficiently.
We've grown significantly since our inception in 2013, becoming a leading global on-demand delivery platform with millions of delivery partners serving millions of orders daily. Our robust operations team adapts our product to local networks of businesses and delivery contractors, while expanding our international presence.
Our core values drive us: Passion in serving local communities, Execution and Grit, and Humility - awareness to learn from others and improve continuously.
At Lalamove, we believe in the power of community, connecting millions of drivers and customers through our technology. We strive to make city life easier by providing fast and convenient circulation of goods.
Your Role Includes:- Managing a team of Customer Service Agents, focusing on their performance, metrics, and attendance.
- Providing regular coaching sessions to address pain points and areas for improvement.
- Facilitating weekly team meetings to brief on product updates, performance status, and other essential topics.
- Monthly Performance Reviews to discuss individual team members' end-of-month performance and address any concerns.
- Real-time Performance Monitoring to ensure agents adhere to schedules, proper notifications are made, and key metrics are managed daily.
- Overseeing L2 Escalation and critical Case Management.
- Maintaining high-quality service standards at all times.
- Bachelor's degree in any field you're passionate about.
- Preferably 2-3 years of leadership experience handling a team.
- Possess passion for performance/excellence and ability to thrive in a fast-paced environment.
- Experience in handling voice and chat channels.
- Able to report on-site and willing to be assigned in Paranaque City.
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