Customer Service Team Leader

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21 days old

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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 everyday. With 1600+ employees spread across SEA and LATAM, our 10-year old company has 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. 

If you have experience leading a customer service team, enjoy helping others grow, and are committed to delivering great service — we’d love to hear from you. Apply now and take the next step in your leadership journey!

What you'll do

  • Guide, coach, and manage L1 Agents to achieve daily operational goals and maintain expected performance standards.
  • Monitor individual metrics such as log-in time, handle time, and quality, and provide timely feedback and coaching.
  • Share important updates, announcements, and changes promptly with the team to keep everyone informed and aligned.
  • Facilitate regular team meetings and calibration sessions to promote open communication and cross-team consistency.
  • Manage administrative responsibilities including payroll support, leave and MC processing, and roster updates.
  • Oversee daily scheduling and real-time activities, including break management, to support smooth operations and service continuity.
  • Track attendance and productivity live, make necessary adjustments, and flag any unusual contact trends or performance gaps.
  • Handle escalations and resolve critical cases or complaints from internal or external stakeholders in a timely manner.
  • Identify areas for service or process improvement and recommend actionable solutions to increase efficiency and quality.
  • Support capacity planning by recommending staffing or training adjustments and contributing to workforce planning discussions.

    • What we seek

  • Required languages - English, Bahasa Malaysia (both verbal and written)
  • Candidates with Mandarin proficiency will be an added advantage as required to deal with Mandarin speaking user/driver
  • Proficient in spreadsheet tools (Microsoft Excel, Google Sheets)
  • Willingness to work shifts (weekends, early mornings, late nights, and occasional holidays)

    • What you'll need

  • Bachelor's degree or college experience preferred
  • Minimum 1 year of relevant professional experience as a Team Leader
  • Experience in service, customer support, food & beverage, retail or other high volume e-commerce platforms
    • 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

    Untuk semua kandidat- Lalamove menghormati privasi Anda dan berkomitmen untuk melindungi data pribadi Anda. Pemberitahuan ini akan memberi tahu Anda bagaimana kami akan menggunakan data pribadi Anda, menjelaskan hak privasi Anda dan perlindungan hukum yang Anda miliki saat Anda mendaftar untuk bergabung dengan kami. Mohon luangkan waktu untuk membaca dan memahami Pemberitahuan ini. Pemberitahuan Privasi Kandidat: https://www.lalamove.com/ms-my/candidate-privacy-notice
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