Customer Support Officer

Overview

Join to apply for the Customer Support Officer role at Lalamove .

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 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.

What You\'ll Do

• Respond to Driver Partner enquiries and disputes through professional business writing and phone communication
  
• Conduct performance coaching calls with Driver Partners who have breached platform policies, balancing empathy with firmness
  
• Act as a liaison between Driver Partners and Users, investigating disputes and ensuring fair resolution
  
• Enforce service and safety standards through appropriate disciplinary actions
  
• Track, analyze, and report on operational data using Excel or Google Sheets
  
• Support the continuous improvement of workflows, SOPs, and reporting processes
  

What We Seek

• Diploma or higher in Business or related field
  
• Proficient in Microsoft Excel or Google Sheets; comfortable learning new tools
  
• Fluency in English and Mandarin is required, as the role involves communication with Mandarin-speaking Driver Partners
  
• Excellent written and verbal communication skills, with strong business writing acumen
  
• Analytical thinker with attention to detail
  
• Able to be firm yet empathetic when handling challenging situations
  
• Resilient, adaptable, and thrives in a fast-paced environment
  

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:

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Transportation, Logistics, Supply Chain and Storage and Information Services

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