Customer Services Assistant Manager

At Lalamove, we 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 worlds delivery needs. We are full steam ahead to make Lalamove synonymous with delivery and on a mission to impact as many local communities as we can. We have massively scaled our efforts across Asia, Latin America, Middle East and now have our sights on taking our best in class technology to the rest of the world. And we need your help to get us there!

Role

To provide exceptional frontline people leadership and operational management for the Level 1 and Level 2 Contact Centre for Lalamove in KSA.

What You Will Do

• Manage frontline operation teams to ensure operational excellence and excellent customer service.
• Produce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to team, department KPIs and service quality standards.
• Develop a productive and achievement-oriented working environment for employees resulting in high engagement scores.
• Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction.
• Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team and other departments, in solving problems that would address staffing requirements, work assignments and the like in ensuring that L1 and L2 operations are functioning at its optimum.
• Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)

What Youll Need

• Degree holder with a proven track record of stakeholder management.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite.
• Ability to communicate effectively with people at different levels.
• Ability to develop, implement and review policies and procedures.
• At least 4 years work experience in customer service field, with a minimum of 1 year in team management capacity.
• A sound knowledge and understanding of contact centre management principles.
• Excellent command of written and communication skills in English (enter other language requirement here).
• Experience in a logistics or start-up environment would be an advantage.
• Experience in a multi-location, multi-culture environment is a plus.